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Request for: 

FOI REQUEST NO. LEX3437 

  Current version or the most recent previous version of policies, guidelines, directives, rules and procedures governing the following: 

o  The process of selection of measures implemented by the AEC to ensure, as far as practicable, that its staff adhere to the APS Values, 

Employment Principles and Code of Conduct. 

o  Any limitation, restriction or prohibition authorised by the AEC on telephone communication of its staff with members of the public, 

including call filtering. 

  Memoranda of understanding setting out arrangements for liaison between the AEC and the Australian Federal Police concerning the sharing of 

information, handling of complaints and other operational matters. 

Doc No. 

Description 

Date 

AEC Procedures for determining breaches of the APS Code of Conduct and Sanctions 

December 2018 

SCHEDULE OF RELEASED DOCUMENTS 

Acknowledgement and declaration of key obligations 

Letter of engagement as an ongoing APS employee 

AEC Intranet page: Dealing with difficult behavior 

AEC Intranet page: AEC values and commitments 

AEC Intranet page: Conditions of employment 

AEC Intranet page: Key obligations as an APS employee 

APS1 Induction and training booklet 

National Induction Program: Outline 

National Induction Program: Curriculum Overview 

National Induction Program: Roles and Responsibilities 

National Induction Program: Detailed curriculum and associated learning outcomes 

- 

- 

21 June 2022 

5 February 2022 

23 February 2022 

11 October 2022 

February 2022 

- 

- 

- 

- 

Public Engagement Team Handbook 

November 2022

--- Page 1 ---

Date: December 2018 

AEC Procedures for 
Determining Breaches of 
the APS Code of Conduct 
and Sanctions 

Corporate Services Branch


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Contents 
Objective ................................................................................................................................................. 2 

Definitions ............................................................................................................................................... 2 

Application .............................................................................................................................................. 2 

1. Application of the Procedures ........................................................................................................ 2 

Principles ................................................................................................................................................. 3 

2       Who may determine a breach of the Code and impose a sanction ....................................... 3 

3 

4 

Determination process................................................................................................................ 3 

Information to be given to employee before a determination is made ..................................... 3 

5 
Persons involved in making a determination or imposing a sanction to be independent and 
unbiased .............................................................................................................................................. 4 

6 

7 

8 

Sanctions ..................................................................................................................................... 4 

Record of determination and sanction ....................................................................................... 5 

Procedures where basis of engagement in the AEC changes or ends ........................................ 5 

Legislation ............................................................................................................................................... 5 

References .............................................................................................................................................. 6 

Contact .................................................................................................................................................... 6 

1


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Objective 
These procedures outline the steps that will be taken by the AEC when investigating a breach of the 
APS Code of Conduct, and when determining any sanctions that arise from that investigation. 

Definitions 
Act 

means the Public Service Act 1999. 

Agency 

has the same meaning as in the Act. 

APS Employee 

means an APS Employee as defined in the Act. 

AEC 

Code 

means the Australian Electoral Commission. 

means the APS Code of Conduct in section 13 of the Public Service Act 1999. 

Deputy Electoral 
Commissioner 

means the person from time to time holding, occupying or performing the 
duties of the position of Electoral Commissioner as described in section 19 of 
the Commonwealth Electoral Act 1918. 

Electoral 
Commissioner 

means the person from time to time holding, occupying or performing the 
duties of the position of Electoral Commissioner as described in section 18 of 
the Commonwealth Electoral Act 1918. The Electoral Commissioner is an 
"Agency Head" for the purposes of the Act (paragraph 29(2)(b) of the 
Commonwealth Electoral Act 1918). 

Application 
1. Application of the Procedures 
1.1  The Procedures apply in determining whether an APS employee, has breached the Code in 

section 13 of the Act.  

1.2    In these Procedures, unless the contrary intention appears, a reference to: 

a)  an APS employee includes reference to a former APS employee who is suspected of 

having breached the Code while an employee in the AEC; and  

b)  a breach of the Code by a person includes a reference to a person engaging in conduct 

set out in subsection 15(2A) of the Act in connection with their engagement as an APS 

employee. 

1.3. In accordance with subsection 15(7) of the Act, these procedures are publicly available on the 

AEC’s website. 

Note:   The Procedures apply only in relation to a suspected breach of the Code by an APS employee 

in respect of which a determination is to be made. Not all suspected breaches of the Code 
may need to be dealt with by way of a determination. In particular circumstances, another 
way of dealing with a suspected breach of the Code may be more appropriate. 

These Procedures are not legislative instruments (see subsection 15(8) of the Act).  

2


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Principles   
2       Who may determine a breach of the Code and impose a sanction 
Note: 

 Clause 40 of the Australian Public Service Commissioner’s Directions 2016 provides that where the 
conduct of an APS employee raises concerns that relate both to effective performance and possible 
breaches of the Code, the Agency Head must, before making a decision to deal with a suspected 
breach under the formal misconduct provisions (being these Procedures), have regard to any relevant 
standards and guidance issued by the Australian Public Service Commissioner.  

Investigations of suspected misconduct by former employees can be undertaken, but sanctions cannot 
be imposed on former employees. 

2.1 

As soon as practicable after a suspected breach of the Code has been identified, the 
Electoral Commissioner or the Deputy Electoral Commissioner may deal with a suspected 
breach, in accordance with the Procedures, by: 

a)  making a written determination whether the APS employee has breached the Code; or 

b)  selecting the person  to make a determination whether the APS employee has breached 

the Code (the breach decision maker).  

Note: 

The Australian Public Service Commissioner’s prior written consent is required if a non APS 
employee will be selected as the breach decision maker / sanction delegate (subsection 78(8) 
of the Act).  

An internal or external investigator may be appointed by the breach decision maker to 
investigate the alleged breach, gather evidence and present a report of factual findings, 
including recommendations.  

The person making the decision on the sanction must hold a delegation under the Act to do 
so (the sanction delegate). 

Note: These Procedures do not prevent the breach decision maker from being the sanction decision 
maker in the same matter. 

Subject to clause 2.3 above, these procedures do not prevent the breach decision maker 
from being the sanction delegate in the same matter. 

The Australian Public Service Commission publication ‘Handling Misconduct Managers Guide 
’, is a recommended resource available to the Breach Decision Maker and Sanction Delegate, 
to support them in making the determination and sanction decision.  

Determination process 
The process for determining whether an APS employee has breached the Code must be 
carried out with as little formality, and with as much expedition, as a proper consideration of 
the matter allows. 

The process must be consistent with the principles of procedural fairness. 

A formal hearing is not required in order for a person to determine whether an APS 
employee has breached the Code. 

Information to be given to employee before a determination is made 
A determination may not be made in relation to a suspected breach of the Code by an APS 
employee unless reasonable steps have been taken to inform the employee of: 

2.2 

2.3 

2.4 

2.5 

3 
3.1 

3.2 

3.3 

4 
4.1 

3


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a)  the details of the suspected breach of the Code including any variation of those details; 

and 

b)  the sanctions that may be imposed on the employee under subsection 15(1) of the Act. 

4.2 

A person who is making a determination in relation to a suspected breach of the Code by an 
APS employee must give that employee a reasonable opportunity to make an oral and/or 
written statement, in relation to the suspected breach.  This statement may be made to the 
Breach Decision Maker or to the appointed investigator: 

a)  within seven days of the APS employee being informed of the details (or any variation of 

those details) of the suspected breach; or 

b)  such longer period as is allowed.  

4.3 

4.4 

5 

5.1 

5.2 

6 
6.1 

6.2 

6.3 

6.4 

An APS employee who does not make a statement in relation to the suspected breach is not, 
only for that reason, to be taken to have admitted committing the suspected breach. 

The breach decision maker or the investigator may agree to a request made by the APS 
employee who is suspected of breaching the Code to have a support person present in a 
meeting or interview they conduct.  The support person cannot speak or advocate on the 
employees behalf. 

Persons involved in making a determination or imposing a sanction to be 
independent and unbiased 
The breach decision maker, any investigator assisting the breach decision maker and the 
sanction delegate must be, and must appear to be, independent and unbiased. 

A person must not determine whether an APS employee has breached the Code if the 
person has previously made a report in relation to all or any matter suspected of 
constituting the breach by the employee. 

Sanctions 
If a determination is made that an APS employee has breached the Code, the APS employee 
may be subject to the imposition of a sanction under section 15 of the Act. 

Sanctions are intended to be proportionate to the nature of the breach, and provide a clear 
message to the relevant employee that their behaviour was unacceptable. 

The process for deciding on sanction must be consistent with the principles of procedural 
fairness. 

If a determination is made that an APS employee has breached the Code, a sanction may not 
be imposed on the employee unless reasonable steps have been taken to: 

a) 

inform the APS employee of: 

i. 

ii. 

iii. 

the determination that has been made; 

the sanction or sanctions that are under consideration; and 

the factors that are under consideration in determining any sanction to be 

imposed; and 

4


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b)  give the APS employee a reasonable opportunity to make a written statement in relation 

to the sanction or sanctions under consideration within 7 calendar days, or any longer 

period that is allowed by the sanction delegate. 

Note:   The sanction delegate may decide to give the employee the opportunity to make both a 

written and an oral statement. 

7 
7.1 

Record of determination and sanction 
If a determination is made in relation to a suspected breach of the Code by an APS 
employee, a written record must be made of: 

a)  the suspected breach; and  

b)  the determination; and  

c)  any sanctions imposed as a result of a determination that the employee breached the 

Code; and 

d)  if a statement of reasons was given to the employee – the statement of reasons.  

Note:   The Archives Act 1983 and the Privacy Act 1988 apply to a record made under this clause. 

8 
8.1 

Procedures where basis of engagement in the AEC changes or ends 
This clause applies where an APS employee is suspected of having breached the Code and a 
determination has not been made in relation to the suspected breach before: 

a)  the basis of the employee's engagement in the AEC changes; or 

b)  the employee moves to another Agency, 

Note:   Examples of a change in the basis of an APS employee's engagement in an Agency are as follows: 

a)  a change from engagement for a specified term, or for the duration of a specified task, to 

engagement as an ongoing APS employee; 

b)  a change from engagement for duties that are irregular or intermittent to engagement as an 

ongoing APS employee. 

8.2 

If the basis of the APS employee's engagement in the AEC has changed before a 
determination is made in relation to the suspected breach, the determination must be made 
in accordance with the procedures applicable to the basis of the employee's engagement in 
the AEC at the time the process for determining whether the employee has breached the 
Code is commenced. 

8.3 

Movements (including promotions) will not take effect until the matter is resolved, unless 
both Agency Heads agree otherwise. 

Note: The matter is taken to be resolved when: 

a)  a determination is made; or 

b) 

it is decided that a determination is not necessary. 

Legislation 

■  Archives Act 1983 (Cth), < http://www.comlaw.gov.au/Series/C2004A02796 > 

■  Privacy Act 1988 (Cth), < http://www.comlaw.gov.au/Series/C2004A03712 > 

5


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■  Public Service Act 1999 (Cth), < http://www.comlaw.gov.au/Series/C2004A00538 > 

■  Public Governance, Performance and Accountability Act 2013 (Cth), 

< http://www.comlaw.gov.au/Series/C2013A00123 > 

■  Public Governance, Performance and Accountability (Consequential and Transitional 

Provisions) Act 2014 (Cth), < http://www.comlaw.gov.au/Series/C2014A00062 > 

References 

•  Australian Public Service Commission publication ‘Handling Misconduct: a human resource 

managers guide’ 

Contact  
People, Performance and Integrity team, 
Corporate Services Branch 

6


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Version Control 

Version 

Last review date 

Action 

Next review date 

Owner 

Approved by 

1.0 

18/08/2014 

Conversion to PSB 
Policy Format 

19/08/2015 

1.1 

December 2016 

November 2017 

1.2 

1.3 

December 2018 

Review in line with 
Branch policy review 
for EA 16-19 and 
PSCD16 

Change references 
to PSB to reflect CSB 
– Insert unchanged 
policy to new AEC 
Policy template 
format 

Review and changes 
to clarify procedural 
requirements and 
include updates 
from APSC 
Publications 

December 2017 

November 2018 

Performance 
Management, 
PSB 

Tom Rogers, A/g 
Electoral 
Commissioner 

Performance 
and Conduct 
Team 

Assistant Director, 
Performance and 
Conduct Team 

Director, People 
Security and 
Integrity 

Assistant 
Commissioner – 
Corporate Services 
Branch 

November 2019 

Director People, 
Security and 
Integrity 

First Assistant 
Commissioner - 
Capability 

7

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Acknowledgement and declaration of key obligations 

Relevant legislation 

■  Archives Act 1983 
■  Commonwealth Electoral Act 1918 
■  Crimes Act 1914 

■  Public Service Act 1999 
■  Criminal Code Act 1995 
■  Privacy Act 1988 

■  Work Health and Safety Act 2011 
■  Public Governance, Performance 

and Accountability Act 2013

Privacy statement: The information collected in this document will be used for the purpose of enabling the Australian Electoral 
Commission to carry out its responsibilities as an employer under the Public Service Act 1999, its Enterprise Agreement, the Fair Work Act 
2009, and related Commonwealth employment legislation and taxation law. In addition, certain information is made available in a de-
identified format to the APS Employment Database for reporting purposes 

Acceptance declaration 
Initial each declaration 

I acknowledge that, in recognition of the requirement for political neutrality by the Australian Electoral 
Commission (AEC), a condition of my engagement is to maintain political neutrality during the period of 
my engagement with the AEC. 

I understand that I am required to take reasonable steps to avoid any conflict of interest (real or 
apparent) in connection with my engagement with the AEC. I understand that this requires me to notify 
my manager/supervisor in a timely manner of any circumstance that may give rise to a real or apparent 
conflict of interest, including any other employment I may engage in. 

I declare that I am not currently publicly active in political affairs and do not intend to publicly engage in 
such activities during my engagement with the AEC. Should a situation arise during my engagement 
where I wish to publicly engage in political activities, or where there may be a perception that I am 
involved in political activities, I will discuss the matter with my manager/supervisor immediately. 

I declare that I have not provided false or misleading information or documents, or omitted to provide 
pertinent information or documents, to the AEC or to any other person or organisation acting on behalf 
of the AEC1, in connection with my engagement by the AEC. 

I understand that I am required to take reasonable care for my own health and safety and to take 
reasonable care to ensure my own acts or omissions do not adversely affect other persons. I also 
understand that I am required to follow the AEC's reasonable instructions, policies and procedures on 
Workplace Health and Safety. 

I acknowledge that I have been provided with a list highlighting certain relevant legislation, policies and 
procedures applying to engagement in the Australian Electoral Commission listed in this Declaration 
and that these legislative provisions and policies apply throughout my engagement with the AEC2. 

I acknowledge that it is my responsibility to be familiar with the legislation, policies and procedures 
applying to my work3. 

I acknowledge that these legislative provisions and policies apply throughout my engagement with the 
Australian Electoral Commission. 

I understand my obligation to perform my duties in a manner that ensures the security, integrity and 
accountability of all Ballot Papers that are in my possession or with which I may come into contact. 

Staff member 

Full name 

Signature 

Signature witness 

Full name 

Signature 

Date 

 / 

 / 

Date 

 / 

 / 

1 This includes persons or organisations conducting health, security or character checks on behalf of the AEC. 
2  This list (overleaf) is not exhaustive. 
3 For APS employees, Public Service Regulation 3.16 requires that “Each APS employee must inform him or herself about the Public 
Service Act, [the] Regulations and the Public Service Commissioner’s Directions”.


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Legal provisions and policies 

The following are key legal provisions and policies that 
apply to engagement with the AEC. It is the individual’s 
responsibility to familiarise themselves and keep up to 
date with the legislation, policies and procedures 
applying to their work. 

1.  The APS Values, APS Employment Principles and 

Code of Conduct 

3.  Specific provisions applying to the work of the AEC 

as reflected in policy  

Relevant documents provided as attachment to this 
Declaration 

■  Declaring conflict of interest with regard to 

employment in the AEC 

■  Political neutrality 
■  Ballot Paper Principles 
■  Gifts, hospitality and other benefits 
■  Outside employment 
■  Employment of friends and family. 

■  Part 3, Section 10, section 10A and section 13 of 

the Public Service Act 1999 

4.  Other criminal offences 

2.  Government information and privacy  

■  Public Service Regulation 2.1 (PS Act s13): which 

imposes a duty not to disclose information 
obtained or generated in connection with 
employment 

■  The Privacy Act 1988, in particular the Information 

Privacy Principles 
■  The Archives Act 1983 
■  The Crimes Act 1914, in particular section 70: 
disclosure of information by Commonwealth 
officers, and section 79: official secrets 

■  The Criminal Code Act 1995 sets out a range of 
offences relevant to AEC employees, including 
abuse of public office and unauthorised access to, 
or modification of, restricted data held in a 
Commonwealth computer to which access is 
restricted by an access control system. 

■  Under s14 of the Public Governance, 

Performance and Accountability Act 2013 it is a 
criminal offence for an official to misapply, or 
improperly dispose of or use, public money 
■  The Criminal Code Act 1995 creates a range of 
offences, including theft, fraud, abuse of public 
office and bribery. 

5.  Financial management accountability 

■  AEC’s Accountable Authority Instructions. 

6.  Other policies 

■  The AEC’s policies on email and internet usage, 
security, privacy, respect at work and conflict of 
interest can be found on the AEC intranet.

AEC Ballot Paper Principles 

Expected behaviours to uphold the Ballot Paper Principles 

Professionalism 

  Understand your obligations relating to 
the security, integrity and accountability 
of the Ballot Paper Principles, and 
related work 

  Maintain the currency of your 

knowledge, and complete required 
learning and development 

  Create and maintain complete and 

accurate records in a timely manner 

Agility 

  Respond to changing circumstances 
with a view to achieving a positive 
outcome 

  Appropriately raise a concern about an 
issue of non-compliance when you 
become aware of it 

Quality 

  Comply with established systems and 

processes 

  Ensure that every task is completed: 

o  Fully and accurately 
o  When it is required 
o 
In the manner that is required 
o  To the standard that is required 
  Ensure currency and completeness of 
materials used or products created 

  Store materials and information 
appropriately and securely

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File reference: XXXXXXXXXX 

Fname Sname 
Email address 

Dear Fname, 

Click or tap to enter a date 

Engagement as an Australian Public Servant (APS) employee for duties that are ongoing. 

Congratulations, in accordance with paragraph 22(2)(a) of the Public Service Act 1999 (the PS Act) the 
Australian Electoral Commission (AEC) is pleased to offer you an ongoing engagement as follows: 

AGS number  XXXXXXXX 

Position title  XXXXXXXX 

Classification  Choose an item. 

Position number  XXXXX 

Status  Ongoing 

Hours  Full time, 37.5 hours per week Add hours for part-time if applicable 

Salary  $XXXXXXXX per annum (pro-rata for part-time) 

Proposed start date  Click or tap to enter a date 

Location  XXXXXXXXXX 

As part of the AEC onboarding process, successful applicants are required to complete a national police check 
and return a satisfactory outcome before commencement. Accordingly, you will receive an email from an 
external provider within the next 1-3 business days asking you to complete a national police check. Once you 
have lodged the national police check, it will be processed and we will be advised of the outcome. This process 
may take up to 15 business days from the submission by you of the required documentation and may impact 
your proposed start date. 

Your conditions of employment and eligibility requirements to commence with the AEC are detailed in 
Attachment A; and, your employment is covered by the AEC Enterprise Agreement 
http://www.aec.gov.au/About_AEC/Publications/enterprise-agreement/contents.htm and any subsequent 
enterprise or collective agreement. 

In order to accept this offer, please sign and return the enclosed form via the Aurion onboarding portal. Any 
delay in returning your signed letter and new starter forms may impact on the AEC’s ability to process your 
payroll information and our ability to have you paid in a timely manner. 

Yours sincerely, 

Adam Scott | Director 
Strategic Recruitment | People and Property Branch 
Australian Electoral Commission 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au


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File reference: XXXXXXXXXX 

DECISION FORM 

I understand the offer made by the Australian Electoral Commission (AEC). I wish to advise my decision is as 
follows: 

Acceptance 

☐ 

☐ 

☐ 

I accept the offer of an ongoing engagement with the AEC and agree to the commencement date of 
Click or tap to enter a date. 

I acknowledge that I will be engaged in accordance with section 22(2)(a) of the Public Service Act 1999 
and, in addition to Attachment A my terms and conditions will be set by the AEC Enterprise 
Agreement 2016-19, or subsequent enterprise agreement. 

In accepting this offer of ongoing engagement, I particularly acknowledge: 

I have received a copy of the Fair Work Information Statement; 

a) 
b)  My obligation to uphold the APS Values and abide by the APS Code of Conduct, and; 
c)  The requirement to maintain political neutrality. 

Decline 

☐ 

I decline the offer of an ongoing engagement with the AEC. 

Signature  ___________________________ 

Full name  ___________________________ 

Date  ___________________________ 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au


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File reference: XXXXXXXXXX 

Attachment A: Terms and Conditions of Engagement as an 
Ongoing Employee 

1. CONDITIONS OF ENGAGEMENT 

1.1.  Engagement with the AEC is, in accordance with paragraph 22(2)(a) of the Public Service Act 1999 

(the PS Act).  

1.2.  Engagement is subject to conditions as stated in section 22(6) of the PS Act, conditional upon the 

Employee satisfying and continuing to meet the following requirements: 
a. 
b. 
c. 
d. 
e. 

Australian Citizenship; 
Character Clearance (National Police Check); 
Political Neutrality; 
Successful completion of probation; 
Not be subject to any restriction from a previous Redundancy from the Commonwealth 
Government; 
Not providing false or misleading information; 
Complying with the Australian Public Service (APS) Values and Code of Conduct. 

f. 
g. 

1.3.  Your engagement with the AEC is subject to the requirements of the AEC’s COVID-19 Vaccination 

Policy.  

Australian Citizenship 

1.4.  To be eligible for APS employment with the AEC you must be an Australian citizen. 
1.5.  Prior to your engagement you must provide proof of your Australian Citizenship. This might be an 

Australian passport or notice of evidence of Australian Citizenship (usually an Australian Citizenship 
certificate). An Australian birth certificate may not, of itself, be proof of Australian Citizenship. 

Character Clearance 

1.6.  Engagement is subject to the AEC being satisfied that employees are of suitable character to be 
employed in the Australian Public Service (APS). Your engagement is subject to the passing of a 
character assessment, including a nationally coordinated criminal history check (police check). The 
AEC currently uses Equifax Australia Pty Ltd, an authorised agent of the Australian Criminal 
Intelligence Commission (ACIC), for the processing of these police checks, through the Fit2Work 
portal. You will receive your unique Fit2Work login details via SMS or email to complete the process 
securely online. 

1.7.  Additional information may also be sought and considered by the AEC from time to time to determine 

if you are of suitable character. Such additional information may include but is not limited to: 
a. 
b. 

The outcome of any legal proceedings against you; 
Confirmation of information disclosed to the AEC during the recruitment and engagement 
process, including proof of your qualification and previous work history; 
Information about any previous performance or code of conduct matters; and 
Details of any inquiries undertaken by professional licensing and registration bodies. 

c. 
d. 

1.8.  Employees with the AEC may be terminated if the AEC is of the view that you are not of suitable 

character for APS employment or if it becomes clear that a satisfactory security clearance will not be 
obtained or if a security clearance is refused. 

Political Neutrality 

1.9.  The AEC must maintain strict political neutrality and cannot employ anyone who publicly engages in 
political activities or who intends to do so, or where there is a perception that the person is involved 
with such activity. 

1.10.  Should a situation arise during your employment where you wish to publicly engage in political 

activities, or where there may be a perception that you are involved in political activities, you must 
immediately discuss the matter with your manager. If you fail to do so sanction, including termination 
of your employment, may be imposed upon you. 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au


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File reference: XXXXXXXXXX 

Probation 

1.11.  A six month probation period applies to all ongoing employees new to the APS, upon commencement 

with the AEC. During this period, your conduct and work performance will be assessed to determine 
your suitability for ongoing employment. If your conduct or work performance is assessed as being 
unsatisfactory during this period, your employment may be terminated on the grounds of failure to 
meet the conditions of your probation. 

1.12.  The six month probation period may be extended if: 

a. 

you are absent from work for a significant part of the initial six months due to circumstances 
beyond your control (e.g. ill health, injury or accident, jury duty, etc.) and your absence 
prevents an adequate assessment of your performance; or 
due to other factors, your manager is unable to make a determination at the end of six months, 
but believes that you are likely to meet probation within an additional period of time. 
1.13.  In either circumstance, the probation period will not exceed nine months in total. If you require a copy 

b. 

of the AEC’s Probation Policy please contact Recruitment@aec.gov.au. 

Previous Redundancy from the Commonwealth 

1.14.  Clause 48 of the Australian Public Service Commissioner’s Directions 2016 (the Directions) set out 

certain restrictions on the employment, in the APS, of persons who have received a redundancy 
benefit from the Commonwealth Government or from the Australian Parliamentary Service for which 
the redundancy benefit period has not ended. 

False or Misleading Information 

1.15.  Engagement is subject to the condition that the information you provide to the AEC is not false or 

misleading. This includes, but is not limited to, supplying the AEC with false or misleading information 
during the recruitment and engagement process. 

APS Values and Code of Conduct 

1.16.  During your contract with the AEC you are required to adhere to the APS Code of Conduct and the 

APS Values and AEC policies and procedures, which may vary from time to time. 

1.17.  The APS Code of Conduct requires that you must: 

Behave honestly and with integrity in connection with APS employment; 
Act with care and diligence in connection with APS employment; 

a. 
b. 
c.  When acting in connection with APS employment, treat everyone with respect and courtesy, 

and without harassment; 

d.  When acting in connection with APS employment, comply with all applicable Australian laws; 
e. 

Comply with any lawful and reasonable direction given by someone in the employee’s Agency 
who has authority to give the direction; 
Maintain appropriate confidentiality about dealings that the employee has with any Minister or 
Minister’s member of staff; 
Take reasonable steps to avoid any conflict of interest (real or apparent) and disclose details of 
any material personal interest of the employee in connection with the employee’s APS 
employment; 
Use Commonwealth resources in a proper manner for a proper purpose; 
Not provide false or misleading information in response to a request for information that is 
made for official purposes in connection with the employee’s APS employment; 
Not improperly use inside information or the employee’s duties, status, power or authority; 
To gain, or seek to gain, a benefit or an advantage for the employee or any other person; 
To cause, or seek to cause detriment to the employee’s Agency, the Commonwealth or any 
other person. 
At all times behave in a way that upholds the APS Values and Employment Principles, and the 
integrity and good reputation of the employee’s Agency and the APS; 

f. 

g. 

h. 
i. 

j. 
k. 
l. 

m. 

n.  While on duty overseas, at all-time behave in a way that upholds the good reputation of 

Australia; and 
Comply with any other conduct requirement that is prescribed by the regulations.  

o. 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au


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File reference: XXXXXXXXXX 

1.18.  You should fully familiarise yourself with your obligations before commencing with the AEC. Particular 
attention should be paid to the APS Code of Conduct and APS Values. More information in regard to 
these can be found at https://www.apsc.gov.au/working-aps.  

COVID -19 Vaccination Requirement 

1.19.  It is a condition of engagement with the AEC that you comply with the AEC’s COVID-19 Vaccination 

Policy. You can comply with the Policy by having received the primary dosage of any COVID-19 
vaccine approved at the time, or having an exemption approved by the AEC.  
a. 

Currently, primary dosage means two doses of an approved vaccine, according to Federal 
Government recommendations. However, if you are required under state or territory guidelines 
to have a booster vaccination to undertake certain activities in your role (e.g. to attend high risk 
settings), you will be required to have additional dose(s), when eligible. 

1.20.  You are required to provide accurate information about your COVID-19 vaccination status or have an 
approved exemption before being able to commence with the AEC. Upon commencing with the AEC, 
you will be required to provide evidence of your vaccination status, as per the AEC’s COVID-19 
Vaccination Policy. 

Failure to Meet a Condition of Engagement 

1.21.  If it becomes evident that you will not be able to satisfy any of the conditions of your engagement as 

described above, the AEC’s offer of employment to you may be withdrawn or, if you have already 
commenced, your employment may be terminated. 

1.22.  In accordance with subsection 29(1) of the PS Act you will be provided written notice that your offer of 

employment has been withdrawn or your employment terminated. 

Reasonable Adjustment Support 

1.23.  If you have not received your primary vaccination dosage, the AEC will also consider the reason why 
you are unable to be vaccinated and whether it is reasonably practicable for you to be assigned a role 
which does not require you to obtain primary dosage. 

1.24.  The AEC will take into account any reasonable adjustments required to accommodate pre-existing 
conditions or disabilities. You may be required to undertake a medical examination or some other 
form of expert assessment (such as an eyesight test) before commencing your employment.   
1.25.  If you identify with a disability the AEC also has a Disability Contact Officer available to directly 
provide support, information and resources related to accessibility and workplace participation, 
contact DisabilityContactOfficer@aec.gov.au for more information. 

2. TERMS OF EMPLOYMENT 

2.1.  Your employment is covered by the AEC Enterprise Agreement 

http://www.aec.gov.au/About_AEC/Publications/enterprise-agreement/contents.htm and any 
subsequent enterprise or collective agreement. The AEC Enterprise Agreement (including any 
subsequent enterprise agreement that may apply during your employment) is not a term of this 
contract. 

Superannuation 

2.2.  As an ongoing employee, you may have options available to you in relation to your employer funded 

superannuation component. You may be eligible to: 
a. 

b. 
c. 

join the employer sponsored superannuation scheme, Public Sector Superannuation 
Accumulation Plan (PSSap); or 
nominate an alternate superannuation scheme of your choice; or 
rejoin the Commonwealth Superannuation Scheme (CSS) or Public Sector Superannuation 
Defined Benefits (PSSdb) Scheme if you have previous Government service (and you 
preserved benefits in the scheme). 

2.3. 

If you choose not to nominate a superannuation account the AEC will request the Australian Taxation 
Office (ATO) advise a “stapled fund” to make payments on your behalf.  If a “stapled fund” is advised 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au


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File reference: XXXXXXXXXX 

2.4. 

by the ATO, the AEC will make superannuation contributions at the same rate as if you had 
nominated a superannuation fund, currently 15.4%. 
If you have any superannuation enquiries, we suggest you contact the relevant superannuation fund 
or your financial advisor.  Please note the AEC is not authorised to supply any advice on 
superannuation. 

Prior Service 

2.5.  Should you have any prior service with the APS, or in government service (as defined in section 10 of 

the Long Service Leave (Commonwealth Employees) Act 1976, or a service referred to in section 
11(2) of that Act) which you would like to be recognised for Long Service Leave purposes, the 
recognition will be subject to confirmation that any break in employment between employers was no 
more than twelve months. 
If you would like prior service recognised you must provide a statement of service completed by the 
previous employer verifying prior service details. The AEC can provide the relevant form at your 
request. 

2.6. 

Payment of Salary 

2.7.  Salary is paid fortnightly, in arrears, via electronic funds transfer into your nominated financial 

institution account. 

3. TERMINATION 

Termination with cause 

3.1.  Your ongoing employment may be terminated by the AEC by written notice for the following grounds: 

a. 
b. 
c. 
d. 
e. 
f. 
g. 
h. 

You become excess to the requirements of the AEC, 
You lose an essential qualification, 
Non-performance or unsatisfactory performance of duties, 
Inability to perform duties because of physical or mental incapacity, 
Failure to meet a condition imposed under subsection 22(6) of the PS Act 1999, 
Breach of the Code of Conduct, 
Breaching any term of this contract; 
Being convicted of a criminal offence which affects your capacity to perform your Duties or 
which could, or is likely to, bring the AEC into disrepute; and 
Committing any other act that amounts to serious misconduct. 

i. 
If your engagement is terminated in these circumstances, the AEC will ensure that any amounts 
owing are paid in accordance with clause 2.7 of this letter in the first available pay date following 
termination.  However the AEC will not be liable to you for any further payments.   

3.2. 

If you have any questions or concerns in regards to any of these terms and conditions please contact 
Recruitment@aec.gov.au. 

10 Mort Street, Canberra ACT 2601 | P 02 6271 4730 

www.aec.gov.au

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February 2022 

APS1 Induction and training 
booklet 

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Contents 
Version control .................................................................................................................................... 3 

Document purpose and audience ....................................................................................................... 3 

About the AEC .................................................................................................................................... 4 

The AEC’s purpose ......................................................................................................................... 4 

Structure of the AEC ....................................................................................................................... 4 

Three tier structure ...................................................................................................................... 4 

National office .............................................................................................................................. 4 

State offices ................................................................................................................................. 5 

Divisional offices .......................................................................................................................... 5 

The AEC values and commitments ................................................................................................. 5 

Every task matters ....................................................................................................................... 7 

Ballot paper principles ................................................................................................................. 7 

Visual representation of the values and commitments ................................................................. 7 

Australian Public Service (APS) Values and Code of Conduct ........................................................ 9 

The APS values .................................................................................................................................. 9 

Impartial ....................................................................................................................................... 9 

Committed to service ................................................................................................................... 9 

Accountable ................................................................................................................................. 9 

Respectful ................................................................................................................................... 9 

Ethical .......................................................................................................................................... 9 

The Code of Conduct ........................................................................................................................ 10 

APS1 Administration Assistant .......................................................................................................... 11 

About your role .............................................................................................................................. 11 

Duties ........................................................................................................................................ 11 

Performance plan ...................................................................................................................... 11 

Agile pool ................................................................................................................................... 11 

Training ............................................................................................................................................ 12 

Mandatory eLearning courses ................................................................................................... 12 

Other training resources ............................................................................................................ 12 

Useful information ............................................................................................................................. 13 

Timesheets ................................................................................................................................... 13 

Workplace health and safety ......................................................................................................... 13 

Fatigue management ................................................................................................................. 13 

Security ......................................................................................................................................... 13 

Security passes ......................................................................................................................... 13 

Systems and information security .............................................................................................. 14 

Private use of IT systems and social media ............................................................................... 14 

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Personal security ....................................................................................................................... 14 

Telephone directories .................................................................................................................... 14 

Multi-function devices and printers ................................................................................................ 14 

Microsoft teams (AEC Teams) ...................................................................................................... 15 

Privacy and security .......................................................................................................................... 16 

Legislation ................................................................................................................................. 16 

Mishandling of personal information .......................................................................................... 16 

Your responsibilities ................................................................................................................... 17 

Protecting privacy – we all play a key role ..................................................................................... 17 

Public enquiries ................................................................................................................................ 18 

Quality client service ..................................................................................................................... 18 

Service level standards ................................................................................................................. 18 

Resolving straightforward enquiries at first point of contact ........................................................... 18 

Handling more complex enquiries ................................................................................................. 19 

Complaints .................................................................................................................................... 19 

AEC email protocol ....................................................................................................................... 19 

Setting up your email signature.................................................................................................. 19 

Drafting an internal email ........................................................................................................... 20 

Emails responding to enquiries by members of the public.......................................................... 20 

Before sending an email ............................................................................................................ 20 

Recordkeeping requirements after sending ............................................................................... 21 

Email etiquette ........................................................................................................................... 21 

Attachment A –Training for APS1 staff .............................................................................................. 22 

Mandatory eLearning courses ....................................................................................................... 22 

Manager-directed self-enrolment ................................................................................................... 22 

Manager-directed engagement ..................................................................................................... 23 

Attachment B – APS1 resources ....................................................................................................... 24 

Enrolment processing.................................................................................................................... 24 

Elections ....................................................................................................................................... 24 

General ......................................................................................................................................... 25 

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Version control 

Version 

Date 

Purpose 

Created/edited by 

1.1 

07 November 2018  Tailor local induction resources for national APS1 

Teresa Trimboli 

audience 

1.2 

1.3 

25 January 2019 

Final review 

Samantha Mernagh 

19 February 2021 

Updated training tables. Updated intranet links 
throughout. 

Alicia Laub 

1.4 

5 March 2021 

Removed reference to APS1 On-boarding 
checklist per advice from People & Property. 

Alicia Laub 

1.5 

1.6 

21 April 2021 

Implement feedback from L&D CoP review 

Alicia Laub 

13 May 2021 

Two rows removed from ‘Manager-directed self-
enrolment’ table. Roll Management Learning 
Program page added to Enrolment Processing 
table in Attachment B. 

Rodney Harris 

2.0 

10 February 2022 

Updates to content and links throughout 
document. 

Peita Mamo 

Document purpose and audience 

This document has been designed to provide induction and training information for APS1 new to the 
AEC or recommencing with the AEC after a break in employment. It provides information, tips and 
expectations for APS1s in their role with the Australian Electoral Commission (AEC).  

A list of training can be found at Attachment A and a list of resources is located at Attachment B of 
this booklet. 

The audience for this document is all APS1s. 

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About the AEC 

The AEC’s purpose 

The Australian Electoral Commission (AEC) is an independent statutory authority established by the 
Australian Government and our purpose is to: 

Maintain an impartial and independent electoral system for eligible voters through active 
electoral roll management, efficient delivery of polling services and targeted education 
and public awareness programs 

We do this by: 

■  ensuring confidence in the Commonwealth electoral roll 

■  conducting successful electoral events, including federal elections, by-elections, 

referendums and industrial elections and ballots 

■  undertaking public awareness activities 

■ 

regulating political party registrations and financial disclosure 

■  supporting electoral redistributions1. 

Structure of the AEC 

Three tier structure 

The AEC has a three-tier structure: 

■  a national office in Canberra 

■  state and territory offices, and 

■  divisional offices. 

National office 

There are three divisions in the national office – the Service Delivery Division, the Enabling and 
Regulation Division and the Organisational Transformation Division – headed by the agency's three 
first assistant commissioners. The First Assistant Commissioner, Service Delivery Division is the 
National Election Manager. 

1 AEC Corporate Plan 2021-22: https://www.aec.gov.au/About_AEC/Publications/corporate-plan/index.htm  

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State offices 

State offices are located in each state capital. The Northern Territory office is in Darwin. The 
Australian Capital Territory (ACT) is managed by the NSW State Manager except during election 
periods, when an Australian Electoral Officer (AEO) for the ACT is appointed. 

Divisional offices 

Divisional offices are responsible for electoral administration within each electoral division, which 
includes the conduct of elections, management of the electoral roll and carrying out public awareness 
activities. Some divisions are located in a standalone office, while others are co-located with other 
divisions and operate as larger work units. 

Electoral divisions are also known as electorates. There are 151 electoral divisions in Australia, and 
each electoral division is represented by a member of the House of Representatives.  

The AEC values and commitments 

The AEC’s values of electoral integrity through quality, agility and professionalism, supported by the 
organisational commitment to the ballot paper principles and every task matters principle, were first 
introduced in February 2015. 

Since then, the AEC values and commitments have been a fundamental part of the AEC; forming a 
values and behaviours framework that has underpinned everything the AEC does as individuals and 
as an organisation. 

Defining the AEC values 

Each value has been defined to support all staff in having a common understanding of what each 
value means. The definition for each value is written as a ‘We statement’ to reflect its connection to 
the AEC’s purpose and vision: 

Our purpose is to maintain an impartial and independent electoral system for eligible voters 
through active electoral roll management, efficient delivery of polling services, and targeted 
education and public awareness programs. 

Our vision – We are a leader in refining and delivering best practice in election management. 

The definitions are supported by I statements that provide examples of what each value looks like in 
action (i.e. a guide of the behaviours expected of AEC staff). These statements will help staff identify 
and promote behaviours around the workplace that demonstrate Electoral 
Integrity through Professionalism, Agility, and Quality. 

A spotlight on each value, can be found on the AEC values launch page on the Intranet. 

Electoral integrity 

We provide electoral services to deliver the franchise 

We are neutral, transparent, and accountable in the preparation and conduct of electoral processes 

We provide voters and stakeholders with confidence in the conduct and result of an election 

What does this look like in the AEC? 

■ 

■ 

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I maintain political neutrality and impartiality 

I respect and protect the privacy of an elector’s personal information 

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■ 

■ 

■ 

■ 

■ 

I uphold the integrity of the electoral roll at all times 

I uphold the sanctity of the ballot paper in all its forms and at all times 

I provide accurate information to stakeholders and work to correct any misunderstanding that 
may occur 

I ensure my actions reflect positively on the reputation of the AEC 

I consider the integrity of electoral process in every task and how my conduct can impact the 
integrity of the election 

■ 

I follow policies and procedures to support delivery of tasks related to elections administration 

Quality 

We maintain the highest possible standards and continue to improve upon best practice while 
considering the needs of our users, stakeholders and clients 

We understand that no matter how small a task is, it has the potential to impact the reputation of the 
AEC, our stakeholders, and electors 

What does this look like in the AEC? 

■ 

■ 

■ 

■ 

■ 

■ 

I commit to consistently achieving the highest standard of work 

I ensure the information and advice I provide is accurate and timely 

I am aware that no matter how small or insignificant a task appears to be, it has the potential 
to impact the AEC, our stakeholders, and our customers 

I respond positively and constructively to feedback and guidance on my performance 

I acknowledge that robust and transparent information management drives quality business 
outcomes 

I collect, use and disclose personal information in strict compliance with the Australian Privacy 
Principles 

Agility 

We embrace and respond positively to the dynamic and complex environment in which we operate 

We will anticipate, adapt and respond to change and welcome new ways of working. 

What does this look like in the AEC? 

■ 

■ 

■ 

■ 

■ 

■ 

■ 

I adapt and respond to change and ask for help when it is needed. 

I stay calm and focused when working under pressure and in difficult situations. 

I provide workable solutions to solve immediate problems and I identify and escalate more 
complex problems that may impact on my tasks 

I maintain an awareness of the work of other business areas and adapt to changing priorities 
as required. 

I share my knowledge and information with team members and staff 

I work collaboratively with teams on shared problems and initiatives 

I identify lessons to be learned or opportunities for innovation in my work 

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Professionalism 

We deliver our work to the highest standards, using our knowledge and skills to provide excellent 
service in all areas of our work 

We continue to develop a high performing, capable and responsive AEC workforce 

We show respect and courtesy to our colleagues and to our stakeholders 

What does this look like in the AEC? 

■ 

■ 

■ 

■ 

■ 

■ 

■ 

I conduct myself in a cordial and respectful manner with colleagues, customers and 
stakeholders at all times. 

I respond and anticipate client needs in a timely, professional and helpful matter. 

I keep up to date with information and new processes relevant to my role. I act honestly and 
ethically and encourage others to do the same. 

I seek opportunities to develop and learn, taking responsibility for my own personal 
development 

I respectfully challenge behaviour that is inconsistent with organisational values, standards of 
the APS Code of Conduct. 

I recognise and value the contribution of others. 

I follow through reliably and take personal responsibility for my actions and decisions and their 
consequences. 

■ 

I take pride in doing my job well 

Every task matters 

We have a mantra at the AEC that ‘every task matters’, so it is expected that all staff conduct AEC 
business in a professional manner - regardless of the task, no matter how big or how small. It is 
critical that staff follow all AEC procedures at all times; delivering high quality electoral events that 
are transparent and uphold the AEC’s reputation as a leading electoral management body.  

Ballot paper principles 

The AEC upholds the sanctity of the ballot paper in all its forms and at all times. This is given effect 
through two principles: 

■  All ballot papers remain ‘live’ from printing through to statutorily authorised destruction. 

■  The security, integrity and accountability of ballot papers must be preserved at all times – 

including transit and storage by the AEC, contractors, or other third parties. 

These principles underpin all AEC planning, training, systems, handling and practices associated 
with ballot papers. They show how important ballot paper security is and provides a basis for the 
treatment of every ballot paper from printing to destruction by anyone who handles ballot papers, 
including but not limited to staff, polling officials and contractors.  

Visual representation of the values and commitments 

The values and commitments are captured in one visual representation (see below) to frame and 
guide how we work and underpin everything we do. This is displayed in all AEC offices and should 
act as a daily reminder of the importance of modelling these core values. It is important to continually 
talk about the values and commitments and how they apply to you as an individual and as an 
organisation.  

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Australian Public Service (APS) Values and Code of Conduct 

The AEC is committed to providing a respectful workplace that supports a positive work environment, 
free from inappropriate behaviour.  

The APS values set out the parliament’s expectations, behaviours and performance standards of 
staff working in the APS. You must at all times ensure your behaviours meet these standards which 
can be remembered by the acronym ICARE. 

The APS values 

Impartial 

The APS is apolitical and provides the government with advice that is frank, honest, 
timely and based on the best available evidence. 

Committed to service 

The APS is professional, objective, innovative and efficient, and works collaboratively 
to achieve the best results for the Australian community and the government. 

Accountable  

The APS is open and accountable to the Australian community under the law and 
within the framework of ministerial responsibility. 

Respectful  

The APS respects all people, including their rights and their heritage. 

Ethical 

The APS demonstrates leadership, is trustworthy, and acts with integrity, in all that it 
does. 

The APS Code of Conduct is set out in s13 of the Public Service Act 1999 and lists the expected 
behaviours and actions required of all staff working in the APS. This is not about how well you do 
your job, but how you behave when undertaking your role. 

A breach of the Code of Conduct can result in sanctions, ranging from a reprimand to termination of 
employment. 

The Code of Conduct can be found on the following page. A brochure with more information is 
available on the APSC website: https://www.apsc.gov.au/publication/aps-values-and-code-conduct-
practice  

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The Code of Conduct 

The Code of Conduct requires that an APS employee must: 

  behave honestly and with integrity in connection with APS employment; 

  act with care and diligence in connection with APS employment; 

  when acting in connection with APS employment, treat everyone with respect 

and courtesy, and without harassment; 

  when acting in connection with APS employment, comply with all applicable 

Australian laws; 

  comply with any lawful and reasonable direction given by someone in the 

employee's Agency who has authority to give the direction; 

  maintain appropriate confidentiality about dealings that the employee has with 

any Minister or Minister's member of staff; 

 

take reasonable steps to avoid any conflict of interest (real or apparent) and 
disclose details of any material personal interest of the employee in 
connection with the employee's APS employment; 

  use Commonwealth resources in a proper manner and for a proper purpose; 

  not provide false or misleading information in response to a request for 
information that is made for official purposes in connection with the 
employee's APS employment; 

  not improperly use inside information or the employee's duties, status, power 

or authority: 

1.  to gain, or seek to gain, a benefit or an advantage for the employee or 

any other person; or 

2.  to cause, or to seek to cause, detriment to the employee's Agency, the 

Commonwealth or any other person.  

  at all times behave in a way that upholds the APS Values and Employment 
Principles, and the integrity and good reputation of the employee's Agency 
and the APS; 

  while on duty overseas, at all times behave in a way that upholds the good 

reputation of Australia; and 

  comply with any other conduct requirement that is prescribed by the 

regulations (regulations available on the ComLaw website). 

The Code of Conduct is set out in section 13 of the Public Service Act 1999. 

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APS1 Administration Assistant 

About your role 

An APS1 Administration Assistant is a casual staff member, usually located in a divisional, state or 
territory office or at an out-posted centre. Your primary role is to provide administrative and 
processing support to the office during peak workload periods. You have been employed to provide 
administrative support to your office in the lead up to, and during, the next federal election. The work 
you will be doing is vitally important to the delivery of a successful election, and we will train and 
support you to do your tasks well. 

We aim to give you as much notice as we can, but during the election you may be asked to stay at 
work to complete a task at short notice. You should also expect to work a number of weekends 
during the election period. 

Duties 

Your duties will include: 

■  handling counter and telephone enquiries 

■  checking and responding to emails 

■  preparing routine correspondence using automated systems 

■  performing photocopying, scanning, collating and mailing documents 

■  processing enrolment forms from clients applying to enrol or updating their 

existing enrolment details 

■  helping to maintain the address register 

■  handling postal vote applications and returned postal vote certificates (during an 

election) 

■  processing declaration vote envelopes to determine if the voter is able to have 

their vote counted (during an election) 

■  other tasks and projects as directed. 

Performance plan 

It is a requirement for all Australian Government employees (ongoing and non-ongoing) to have an 
individual performance plan (IPP). An IPP is linked to organisational and business goals and 
maintains the APS and AEC values. It also provides employees with a clear statement of 
performance expectations. 

Your manager will meet with you to put your IPP in place and will advise if it will be done through the 
Aurion Employee Self Service (ESS) facility or the IPP agreement and review paper form. 

Agile pool 

You may be working in an agile pool of staff. This means that for certain tasks or projects you work 
on, you may be required to report to someone other than your line manager. Your line manager will 
remain your point of contact for your timesheets, individual performance plan and any other matters. 

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Training 

The AEC’s approach to learning is based on the 70:20:10 model. This is an approach where: 

■  70 per cent of learning is from experience – typically on the job experience and practice. 
Staff have access to self-directed learning tools, such as videos, asking the community, 
simulations, blogs, job aids and knowledge management systems. Staff benefit from short 
term secondments, job rotations and projects. 

■  20 per cent of learning is from others - both formal and informal coaching and mentoring 
from others, including participation in expert networks, forums and communities of practice. 

■  10 per cent of learning is structured - formal learning interventions and structured programs 

that can involve assessment, accreditation and a mix of classroom and eLearning. 

Mandatory eLearning courses  

A list of all mandatory eLearning courses that are required to be completed within the first four weeks 
of commencing duties with the AEC is located at Attachment A. These eLearning courses can be 
accessed and completed via AEC Learning.  

Other training resources 

There are also a number of optional training resources listed in Attachment A that provide context 
around various election activities. These courses should be completed at the discretion of your 
supervisor.  

Your supervisor will work closely with you as you begin to work on real enrolment forms and check 
your work to ensure they are satisfied with your learning. Where necessary, or if you request it, 
aspects of the training can be covered again until you are managing your work confidently and with 
success. 

We undertake quality assurance processes, such as the Enrolment Quality Assurance Program 
(EQAP) to identify any enrolment processing errors. This will also help inform your learning progress, 
and we will discuss with you any errors or issues identified through the program. 

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Useful information 

Timesheets 

The Aurion Employee Self Service (ESS) facility is the system used to submit your timesheets. You 
can consult the Aurion ESS intranet page for user guides, forms and FAQs. Your supervisor will 
advise if you are required to use Aurion ESS to manage your timesheets. 

Workplace health and safety 

The AEC strives to maintain a workplace environment that demonstrably values health, safety and 
wellbeing. 

Your supervisor will ensure you take regular breaks, and you must take a break after five consecutive 
hours of duty. If you feel you are not being given sufficient breaks, raise this with your supervisor. 

AEC employees are also required to take reasonable care for their own health and safety and to 
ensure their own acts or omissions do not adversely affect others. You are required to follow 
reasonable instructions given by the AEC, and all AEC policies and procedures on Workplace Health 
and Safety.  

Visit the Health, Safety and Wellbeing page on the intranet for more information. 

Fatigue management 

Fatigue is a state of mental and/or physical exhaustion which reduces a person's ability to perform 
tasks safely and effectively. 

The AEC aims to create a safe and healthy work environment for all its workers, and prevent, as far 
as is reasonably practicable, fatigue affecting its workers. Fatigue is an ever-present risk in the AEC, 
in particular during election periods, and can't always be prevented, but must always be managed.  

Improving the way the AEC manages fatigue can significantly improve the performance of workers 
and teams. This improvement leads to a reduction in errors, improved workplace efficiency and the 
elimination of, or the minimisation of, health and safety risks to workers. The risks of workers 
experiencing fatigue arise from a range of sources and for a variety of reasons and can be different 
for each individual worker. Fatigue can be caused by work related factors, factors outside work 
and/or a combination of both and may accumulate over time.  

Your supervisor will discuss fatigue management with you, and the policies and support guides 
available. Visit the Fatigue management and prevention page on the intranet for more information. 

Security 

Security passes 

You will be issued with a security pass and you must wear it at all times while you are in an AEC 
office. You must take off your pass when outside the office. 

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Systems and information security 

When you start, you will be given an AEC email address and access to the AEC’s intranet. You must 
follow AEC policies when using these systems, and relevant information is provided for you later in 
this booklet. 

As most of your work is systems based, you will also be given an individual login and password for 
each system you use. You are personally responsible for securing your login and password details, 
and for all activity on the systems undertaken using your login. The AEC actively monitors computer 
and systems usage. 

Misuse of our systems, unlawful access to the records of our clients or unlawful disclosure of 
information is taken very seriously by the AEC, and there are significant consequences for any 
breach, including the possibility of legal proceedings. 

Private use of IT systems and social media 

You are allowed to use the AEC’s computer network for private purposes, as long as it's reasonable 
(for example, internet banking). You are not permitted to access or download illicit data or 
information, such as pornography, hacking, peer-to-peer networking or pirated software. 

The AEC has important requirements that must be adhered to when it comes to the personal use of 
social media. You should consider the impact of your activities on the reputation of the AEC before 
you make a comment or produce any content on social media. Your actions online must not conflict 
with the AEC’s political impartiality requirement and should not compromise public confidence in the 
agency or the APS. 

Personal security 

Every AEC office has an emergency warden and some offices also have a first aid officer. Your 
induction to your local office will include information on evacuation procedures and an introduction to 
these officers. 

Visitors to AEC offices who are accessing parts of the office that are not designated reception areas 
will need to sign in, wear a visitor pass and be escorted at all times. If you notice a person in your 
office who is not wearing a visitor pass or is not being escorted, please alert your supervisor who will 
deal with the situation immediately. 

Telephone directories 

Up-to-date telephone directories for both divisional office staff and state office staff are available on 
the intranet and on the local state collaboration sites. Your supervisor will show you how to navigate 
these sites and access the telephone directories for your locality. 

You can also find details about individual officers on the intranet by using the ‘Search People’ facility 
in the top-right search bar, or by searching their name in Microsoft Teams. 

Multi-function devices and printers 

The AEC uses multi-function devices (MFDs), which provide staff with the ability to copy and print 
documents, and to scan and send documents to an email inbox. Unless your supervisor tells you 
otherwise, all of your printing must be in black and white. You will be provided with an access card to 
log you in to the MFD – this may be your building access card or a separate MFD card. 

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When printing, be conscious of paper usage, but also of the currency of the document into the future. 
Documents like Quick Reference Guides often go out of date quickly when printed. 

More information and assistance on connecting to a printer can be accessed in the AEC Service 
Centre's Knowledge Hub, through searching 'printer'. 

Microsoft teams (AEC Teams) 

Microsoft Teams is a communication platform where you can call, chat, meet and collaborate with 
AEC colleagues. The AEC has its own hosted implementation of Microsoft Teams, called AEC 
TEAMS. 

You should use AEC TEAMS for all your collaboration needs, such as chat with colleagues, meetings 
and also live events. You have AEC TEAMS installed on your desktop ready to use. 

More information and assistance on using AEC Teams can be accessed in the AEC Service Centre's 
Knowledge Hub, through searching 'Teams'. 

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Privacy and security 

As a government authority handling personal information, the AEC has very strict rules about privacy 
and security. Many of us have access to electors’ personal information, including some information 
that is highly sensitive, and we must take care at all times to uphold our responsibilities. AEC staff 
members also have limited access to records of clients of other government agencies, and 
occasionally medical information about an individual client. 

Legislation 

When handling personal information AEC staff must comply with the Australian Privacy Principles 
(APPs) under the Privacy Act 1988. The purpose of the Privacy Act is to protect the privacy of 
individuals, and to protect personal information that is collected by entities such as the AEC. 

As an AEC employee accessing personal information, you are also bound by the requirements of the 
the Commonwealth Electoral Act 1918, the Code of Conduct set out in the Public Service Act 1999 
and the Crimes Act 1914. Unlawful access, use or disclosure of elector information by an AEC staff 
member is a breach of the Code of Conduct and, in some cases, is also a criminal offence. 

The AEC publishes the following disclosure on our website: 

Under the Commonwealth Electoral Act 1918, the electoral roll (containing 
names and addresses) may be supplied to prescribed authorities, members of 
parliament, political parties, approved medical researchers, public health 
programs and electoral researchers. It is also used to maintain joint 
Commonwealth and state and territory electoral rolls. 

This disclosure is therefore authorised by law. Only authorised delegates are permitted to provide 
that information. 

Mishandling of personal information 

Preserving the security of personal information is not only about ensuring compliance with the 
requirements of the Privacy Act 1988. The Australian Privacy Principles (APPs) outline how the AEC 
must handle, use and manage personal information. If we mishandle the personal information of our 
clients, it can cause them damage and, in turn, it can also lead to a loss of trust and considerable 
harm to our reputation. 

The community expects that their sensitive information will be given a higher level of protection than 
non-sensitive information. This expectation is reflected in the increased privacy protections that 
apply. Sensitive information could include the risk to a client’s personal safety or that of their family, a 
client’s movements overseas for work purposes (for example, for defence personnel), a client’s 
criminal sentence or health information that identifies an individual’s medical condition. 

The mishandling of sensitive information may: 

■  provide the basis for discrimination or other more severe types of harm 

■ 

■ 

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lead to humiliation or embarrassment, or undermine an individual’s dignity 

impact negatively on the AEC’s reputation. 

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Your responsibilities 

While employed by the AEC you must abide by all AEC privacy and security principles. You should 
also report to your supervisor if you see a colleague doing anything that is a breach of the rules or is 
not appropriate. 

■  You must never use AEC systems to access any enrolment record beyond the ones you need 
to process as part of your work. For example, you must never look up a friend or colleague’s 
address, birth date or telephone number. 

■  You must never leave your computer unlocked while you are away from your workstation, 

regardless of how long you are away, unless you can see your workstation for the entire time. 

■  You must lock away hardcopy enrolment records as per local filing protocols, including clients’ 
medical information, if you are away from your workstation for longer than 30 minutes and 
overnight. 

■  You must never record the specifics of a client’s medical condition (for example, ‘dementia’, 

‘schizophrenia’) in RMANS or GENESIS. 

■  You will need to use information from other government agencies (such as driver’s license 

details) so check with your supervisor about the correct use of the information. 

■  When talking to a client or other member of the public, you must never disclose information 
from their record unless you have confirmed you are talking to that individual. To confirm, 
ensure the person gives you identifying information; never offer it to them. 

■ 

Individuals who want the AEC to provide details of their enrolment record in writing must 
make the request in writing themselves, and the AEC will respond in writing. The response 
will only be given to the individual client. You won’t be required to do this but you may be 
called upon to give advice to clients on this matter. 

■  Regardless of a person’s official credentials (such as a police officer or lawyer), you must 
never provide information or copies of an enrolment record, whatever the status of that 
enrolment. Log all such requests in the Public Engagement Contact Tool and refer them to 
your supervisor. Ensure you upload any relevant documents into the Tool. 

■ 

If you become aware that a staff member is mishandling personal information, for example, 
accessing personal information for any purpose outside of official AEC duties, you should 
report the matter to a senior officer as soon as you can. 

More information is available on the Privacy page on the intranet.  

Protecting privacy – we all play a key role 

Privacy, and the proper management of personal information and data, is a critical responsibility for 
the AEC and its staff. 

Every day AEC staff handle the personal information of electors and staff with a high degree of care 
and accuracy. It is a fact though that, on occasion, mistakes occur due to human error. Any human 
error in the management of personal information can have a real human effect on those who entrust 
us with their information. 

Take the time to read the Quick reference guide on Privacy in Practice to help protect privacy and 
secure personal information. 

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Public enquiries  

When interacting with the public, AEC staff are required to follow these guidelines so we can provide 
consistent and professional client service. 

Quality client service 

The aim of the AEC’s public enquiry management is to fulfil our obligations under the AEC Service 
Charter. The Charter is a public-facing corporate document, informing the public of what to expect 
when interacting with the AEC and listing the reciprocated behaviours expected of the public by the 
AEC. 

The AEC asks staff to: 

■ 

take a positive helpful approach 

■  maintain sound and up-to-date knowledge of electoral processes 

■  consider how the client feels 

■  consider the individual circumstances of the client 

■ 

resolve enquiries in a timely manner. 

Service level standards 

The AEC is committed to providing timely responses, which means resolving enquiries at first point of 
contact whenever possible. If an enquiry needs further investigation, staff should ensure the relevant 
service level standards are met.  

The enquiry service level standards for our public contact channels are: 

Phone 

answered within 90 seconds 

Walk-in 

acknowledged within five minutes 

Email, post 

responded to within five working days 

Further information about the AEC’s service level standards can be found on the Public engagement 
and complaints management intranet page. 

Resolving straightforward enquiries at first point of contact 

Where possible, enquiries should be handled at the first point of contact by the person who initially 
received it and often at the same time it is received. 

You should attempt to resolve an enquiry when you receive it by: 

■ 

■ 

listening to the enquirer and acknowledging their concerns 

identifying the issue(s) 

■  clarifying anything that is unclear 

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■  considering individual circumstances 

■  keeping it simple by limiting your use of jargon and acronyms 

■ 

taking personal responsibility for resolving the enquiry. 

Where appropriate, you should advise enquirers about the services available through our website: 
www.aec.gov.au.These services include checking their enrolment, updating their details or enrolling 
for the first time. 

You must record the details of the enquiry in the Public Engagement Contact Tool, including the 
response provided, and mark it as ‘resolved’. You must also attach a copy of any related 
correspondence.  

Handling more complex enquiries 

Complex enquiries, or those for which the information is not reasonably able to be found, must be 
referred to your supervisor. 

Enquiries from political parties, candidates and potential candidates must be referred to the Divisional 
Returning Officer as soon as possible. Record the details of the enquiry in the Public Engagement 
Contact Tool, and escalate it through the tool, attaching copies of related correspondence. 

Complaints 

All complaints are to be logged in the Public Engagement Contact Tool. 

Your supervisor will brief you on which complaints you can handle directly and which you should refer 
to a more senior staff member. 

Complaints should be acknowledged within three business days unless the matter can be resolved 
within three business days. If the matter needs to be referred for further advice, this must occur within 
one business day to allow maximum time for the matter to be resolved by the receiving officer. 

Complaints are to be resolved within 10 business days. A quick guide to complaints management 
provides further guidance on this process.  

AEC email protocol 

Emails are the main way we send important information to each other in the AEC or request action. 
In the course of your work, you may need to send emails to work colleagues or send responses to 
email enquiries from members of the public, so you will need to follow these guidelines. 

Setting up your email signature 

The AEC’s email system is accessed via Microsoft Outlook on your computer’s desktop. Before you 
use the email system you need to set up your email signature. This is the block of text that will 
appear at the bottom of every email you send. It lists your name, title and phone numbers. 

You can update your email signature block using the My Details tool, which is available to all staff via 
the Start Menu and All Programs. More information and assistance on updating your email 
signature can be accessed in the AEC Service Centre's Knowledge Hub, through searching 
'signature'. 

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Drafting an internal email 

■ 

■ 

■ 

In the TO field: address the email to those AEC officers who need the information or who 
need to act. 

In the CC field: copy the email to other AEC staff who may need to be kept informed of the 
email request or the information being conveyed. This will usually include the relevant 
manager(s) of the primary addressees, and your own supervisor, and other AEC staff who 
have a need to know. If you are unsure, clarify this with your supervisor. 

In the SUBJECT field: at the beginning, indicate in capital letters whether the message is 
FOR INFORMATION or FOR ACTION. Clearly state the subject. If action is required, include 
a due date. 

When composing the main part of the email in the Content space, keep in mind these guidelines: 

■  Remember that all emails sent at work are documents that may be retrieved and possibly 

disclosed under Freedom of Information legislation (even when an email has been deleted). 

■  The content of emails should always be drafted in a polite, business-like and factual manner. 

■  Ensure your email contains your official AEC signature block (see above for the directions to 

set this up). 

Emails responding to enquiries by members of the public 

If you need to send emails in response to public enquiries, check with your supervisor about how to 
access standard responses to common requests on the AEC intranet and set them up using the 
Quick Steps facility in Outlook. 

Before sending an email 

■  Mark it with the appropriate security classification. Emails you send will either be marked as 

‘OFFICIAL’ or ‘UNOFFICIAL’. Check with your supervisor for the correct classification to use. 

■  Check that the recipients are correct and that if sending to multiple recipients the BCC field 

has been used to protect their privacy. 

■  Ensure any attachments are correct for the intended recipient to avoid revealing personal 

information to the wrong person. 

■  Reflect on the clarity, tone and content of your message, bearing in mind all emails are 

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potentially disclosable in response to Freedom of Information requests. 

■  For further tips on writing, refer to the AEC’s style guide - AEC writing style. 

Recordkeeping requirements after sending 

If you are the person writing an original email (and not just replying to someone), your business area 
is most likely the ‘owner’ of the business activity or project that the email is about and it may need to 
be filed in the AEC’s electronic records management system, Objective IM. Check with your 
supervisor about whether any email correspondence you send needs to be uploaded to Objective IM. 

If you are required to use ObjectiveIM you will first need to complete the Information management 
and recordkeeping eLearning course prior to accessing ObjectiveIM. You can self-enrol in this 
eLearning course in AEC Learning.  

The Information and Knowledge Management (IKM) section provides instructor-led Objective training 
via MS Teams for all new staff at the AEC. To register to attend a session search for ‘ObjectiveIM’ in 
AEC Learning. For best results learners are encouraged to attend the training as soon as possible 
after completing the Information management and recordkeeping eLearning course. By the end of 
the training, you will be able to do the following within Objective: 

■  understand the AEC file structure 

■  upload and edit documents 

■  search for records 

■  upload emails 

■  send and access Objective link/reference 

■ 

rename files and edit/view metadata. 

Email etiquette 

Used properly, email can assist in maintaining good working relationships, increase productivity and 
provide efficiencies. Please follow this list of tips in your electronic communications: 

■  Communicate in clear, professional language. If in doubt, it is better to be overly formal rather 

than unprofessional. 

■  Do not send anything you would not be comfortable showing to your colleagues or being seen 

publicly. Consider that email is more like a postcard than a sealed envelope with a letter in it. 

■  Treat email like any other business communication; pay attention to spelling and grammar. 

Run the spell check if need be. 

■  Re-read and check what you have written before you send it. 

■  Be concise and tactful. 

■  Break up the text by using short lines and paragraphs; this makes it easier to read. 

■  Do not write in UPPERCASE or bold, which may be perceived as shouting or telling off the 

recipient. 

■  Copyright laws apply to electronic mail as well as printed media. 

■  Respond promptly to email messages – even if it is just to let the sender know that you will 

reply in full later. 

Remember that all laws that apply to discrimination, defamation and harassment (verbal, emotional 
and sexual) also apply to electronic communication. 

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Attachment A –Training for APS1 staff 

Mandatory eLearning courses 
APS1 staff will be automatically enrolled in the below mandatory eLearning courses via AEC 
Learning and must complete them within four weeks of commencing duties.  

Category 

Course name 

Duration 

Where to find it 

Mandatory learning 
program 

Work, Health and Safety 
Protective Security Awareness 
Fraud Awareness 
Privacy Awareness 
IT Security 
ET201 Ballot Paper Handling 
Cultural Appreciation 
COVID-19 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

AEC Learning 

Manager-directed self-enrolment 
Supervisors should work with APS1 staff to identify additional eLearning courses relevant to their 
duties. APS1 staff with AEC IT system access can self-enrol in the eLearning courses listed below. 

Category 

Course name 

Duration 

Where to find it 

ObjectiveIM 

Information Management and Objective IM 

30 min 

Election training 

ObjectiveIM Instructor Led Training 
ET101 Election overview  
ET102 ELMS overview  
ET201 Ballot paper handling 
ET301 Announcement  
ET304 Declaration voting overview 
ET306 Postal voting 
ET309 Materials  
ET310 Polling day and night  
ET401 Sunday after polling  
ET402 Declaration vote exchange  
ET403 Preliminary scrutiny  
ET405 Ballot paper scrutiny 
ET406 Finalising the election 

Election materials catalogue activity 

Enrolment training 

Introduction to Roll Management 

Introduction to GENESIS 

Introduction to RMANS 

Introduction to the Address Register 

Enrolment Fraud Awareness 

GENESIS application processing 

GENESIS client matching 

60 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

30 min 

AEC Learning 

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Manager-directed engagement 

Managers should work with APS1 staff to prioritise the completion of additional learning that is 
relevant to their duties, such as local rehearsals and familiarisation with standard operating 
procedures (SOPs).  

AEC suite of election learning 

The AEC suite of election learning is a great place to start if you are looking for learning activities to 
support developing and maintaining knowledge in election operations processes that relate to their 
role and responsibilities. 

The suite consists of 18 ‘election task’ programs that broadly align with event delivery and follows 
the writ to writ timetable. The table below shows the 18 ‘election task’ programs that are available. 

Issue of writs 

Temporary 
Election 
Workforce 
(TEW) 

Enrolment 

Premises 

Election 
materials 

Nominations 
and ballot 
papers 

Postal voting 

Pre-poll 

Mobile polling 

Certified lists 

Polling 
weekend 

Declaration vote 
exchange 

Preliminary 
scrutiny 

Scrutinies 

Declaration 
vote scrutiny 

Distribution of 
preferences 

Declaration of 
the Poll 

DRO 
responsibilities 

You can self-enrol in one or more of election task programs in AEC Learning and instructions on 
how to enrol are available on the program self-enrolment tab on the AEC suite of election 
learning page. 

AEC staff training leading up to the 2022 federal election  

There is a wide range of learning activities and programs available on the Learning hub.  

The AEC staff training page on the Learning hub provides an overview of the election 
operations and roll operations learning activities available for staff to 'pick and mix' from as well as 
a list of the programs available.   

Click on the 2022 federal election button on the Learning hub homepage to navigate to the page.  

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Attachment B – APS1 resources 

Enrolment processing 

Enrolment principles 
poster 

This poster contains key enrolment statements which cover the 
importance of elector matching across all processing areas as well as the 
impact on electors' entitlements and the integrity of the roll. 

Roll-How 

Roll-Why 

Roll-How is our internal reference guide to roll process and procedure; 
how or what you should do. 

Roll-Why is our internal reference guide to roll management policy; why 
we must do something related to enrolment.  

Roll Operations Learning 
Program page 

Provides overview of Roll Management training and contains Training 
Database Scenario Workbooks in the resources tab  

Enrolment processing 

Provides links to relevant enrolment processing information. 

Elections 

Event Delivery Intranet 
page 

Provides links to information and resources to processes related to 
election delivery  

2022 Federal election  

AEC intranet page that provides links to election relevant information and 
resources 

Front counter guide 

The 'Front Counter Guide' contains information to support staff working at 
the front counter, who are assisting members of the public with enrolment 
and voting queries during a federal electoral event including a by-election 
or referendum. Copies of the guide may be printed and distributed to staff 
as required. The guide is an internal document and is not available to 
members of the public. 

Back office guide 

Answers to more complex questions received at a divisional office in an 
election event. 

Writ to Writ election 
timetable 

The writ to writ election timetable provides an overview of all the tasks 
that need to be completed between the issuing and return of writ. 

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General 

AEC Values and 
Commitments 

The AEC values of electoral integrity through quality, agility and 
professionalism are supported by the organisational commitment to the 
ballot paper principles and every task matters principle.  

APS Values and Code of 
Conduct  

The APS Values articulate the parliament's expectations of public 
servants in terms of performance and standards of behaviour. 

Social Media 

The AEC social media policy establishes guidance for employees 
considering accessing or using social media in all its forms. 

Abbreviations and 
acronyms 

List of commonly used abbreviations and acronyms in the AEC 

Glossary 

A glossary of commonly used terms and phrases in the AEC. 

AEC Corporate Plan 2021-
22 

The AEC Corporate Plan 2021-22 sets the agency's strategic direction 
over a four-year period. It outlines the AEC's purpose, vision, values, and 
our intended focus and priorities. 

Health, safety and 
wellbeing 

The AEC is committed to providing a holistic approach to workplace 
health, safety and wellbeing. 

Fatigue prevention and 
management 

The AEC aims to create a safe and healthy work environment for all its 
workers, and prevent, as far as is reasonably practicable, fatigue 
affecting its workers. Fatigue is an ever-present risk in the AEC, in 
particular during election periods, and can't always be prevented, but 
must always be managed.  

Practical guidance for the prevention and management of workplace 
related fatigue is available on the intranet. 

Wellness corner 

This page on the intranet provides practical resources to support workers 
to improve and maintain their health and wellness. 

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National Induction Program 
Program outline 

Introduction 

The National Training and Education Unit (NTEU) has developed a National Induction Program (the 
program) that is designed to ensure that staff who are new to the agency or gain a promotion at an 
identified level, receive a nationally consistent induction to the AEC. The program is designed to set 
clear expectations regarding the roles and responsibilities of Participants and the agency, and it will 
guide the performance and professional development of all staff, laying the foundations of the AEC’s 
working environment, agency values and agency expectations. 

Learning outcomes 

By the end of the program Participants will be able to: 

1.  Behave in accordance with the AEC values and commitments, and describe why they 

underpin the work of the AEC. 

2.  Make decisions and demonstrate behaviours that represent the APS values and comply with 

the APS Code of Conduct. 

3.  Promote and contribute to a positive organisational culture based on quality, agility and 

professionalism. 

4.  Apply learning to role that is compliant with policies, procedures and legislation relevant to the 

AEC. 

5.  Recognise the importance of transparency in the AEC and its impact on reputation and public 

perception. 

6.  Identify how their role contributes to AEC business outcomes and agency objectives. 
7.  Identify the internal and external factors of the AEC’s environment and consider them when 

performing their role. 

8.  Explain the role of Parliament, the role the AEC plays in its formation and the importance of 

political neutrality. 

9.  Explain the guiding principles of electoral management and the three levels of government in 

Australia.


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Program Design 

The program is split across three (3) phases with modules and resources provided to support each 
phase. The program is designed to be delivered to a Participant over a period of five months and will 
commence from two weeks prior to starting their role. 

Phase 

Timing 

Outcome 

Phase 1 – Pre-commencement 

Module 1 

From 2 weeks prior to 
commencement 

Phase 2 – Development 

Day 1 – 5 months 

Modules 2 – 8 

Modules 10a or 10b 

Phase 3 – Follow up 

Day 1 – 5 months 

Modules 2 – 8 

Modules 10a or 10b  

Review 

Module 9 

6 months 

The Participant will have actioned all 
necessary recruitment activities and have an 
understanding of the agency’s role and 
expectations of staff and self. 

The Line Manager has completed required 
activities to ensure smooth transition on Day 
one.  

The Participant and identified key staff 
involved in program delivery have successfully 
understood and participated in assigned 
induction modules, including on the job 
training, and are confident that future activities 
will be actioned in accordance with the AEC 
values and expectations. 

The Participant and the Line Manager have 
had meaningful discussion at all ‘Check-in 
Points’ throughout the program. 

The Line Manager and Executive Level Officer 
are confident that the programs overall 
learning outcomes have been met. 

Observation of learning in action continues. 
Feedback has been provided to the NTEU for 
further program development and updates.  

Participation 

The Participant group for the program will be staff that gain an ongoing or non-ongoing role within the 
AEC at the following levels: 

  APS2-APS6 

  Executive Level (EL) 

  Senior Executive Services (SES) 

Where AEC staff gain promotion, they will not be required to participate in the full program, but 
should review the modules in consultation with their manager, and undertake identified compulsory 
activities e.g. the AEC Foundation Programs. 

For staff who gain a non-ongoing role within the AEC, they will be required to participate in the 
program up until the point in which their contract expires. If a staff member leaves the AEC at the 
conclusion of their contract and then returns within a six month period, they will be expected to 
continue working through the program until it is completed.


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The Program will require the identification of the following staff to support program delivery: 

  Line Manager - the responsible officer that will conduct the induction locally and either 

undertake or delegate induction activities. The Line Manager will also be responsible for 
providing feedback on performance. 

  Local Induction Adviser - will help the Participant settle in and act as their primary contact on 

general enquiries and day to day operational issues. 

  Executive Level Officer – through consultation with the Line Manager, they will ensure that 
expectations of the program are being met, that mandatory training is being completed and 
that the Participant is fit for the organisation prior to the probation period end date (where 
applicable). 

  Local Trainers - taken from the AEC’s assessed trainer pool, they may be responsible for 

delivery of face to face session content for Participants in their office/state/branch or in other 
locations, where required. 

  NTEU – will deliver face to face sessions to Participants in Canberra, including any relevant 

delivery to National Office branches.  

Roles and responsibilities for identified staff are clearly outlined in the resources developed for the 
program. 

Curriculum 

The program is designed to provide the Participant with consistent guidance and an understanding of 
the agency’s values, expected behaviours, corporate and operating environment, agency direction 
and purpose. 

Specific information on the Participant’s job role, will be driven by their level and area of the 
organisation, and is accounted for under a capability framework and specific job role requirements. 
These critical infrastructure pieces are being developed in parallel to the induction program. 

A set curriculum has been developed for the program outlining subject matter and staff involvement. 
The curriculum provides visibility to all staff involved in the program about what will be discussed 
throughout the five months. 

The program aligns with other AEC timeframes and requirements including the development of 
Individual Performance Plans (IPPs), probationary reporting and the completion of mandatory 
training. The program will direct the Participant and the Line Manager to the existing resources 
available in these areas. 

The curriculum features a two day AEC Foundation Program – National Experience in Canberra for 
those staff at the APS6 – SES level and a one day Network Experience conducted in the states for 
those staff at the APS2 – APS5 level. These programs are designed to support the Participant in 
meeting the learning outcomes and provide an opportunity for the Participant to build their peer 
networks. Programs will be conducted twice annually with some travel required for identified staff. 

NOTE: As a result of the COVID-19 pandemic, the inaugural programs will be delivered as a virtual 
facilitator led experience. The AEC Foundation Program – National Experience will be held virtually 
over a two week period, and the Network Experience will be held virtually over a one week period. 
Once COVID-19 restrictions are eased, the AEC will review the Foundation Programs. 

See Attachment A for an overview of the program curriculum. 

Resources 

A series of induction modules have been developed by the NTEU to ensure that delivery of the 
program is nationally consistent, professional and in line with the curriculum and learning outcomes.


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Modules are available to identified staff through a dedicated National Induction Program SharePoint 
page located on the Learning Hub. Through the Learning Hub staff will be able to access the 
following materials: 

  Manager Guides - each module will feature a Manager Guide that will provide the Line 

Manager and the Local Induction Adviser with information and resources to support topics 
being discussed and undertaken at that time. 

  Checklists – each module will have a Checklist that will work in conjunction with the Manager 

Guide to ensure that Line Managers, the Local Induction Adviser and the Participant 
undertake their required actions. 

  Participant Guides – identified modules will feature a Participant Guide that will provide the 

Participant with additional reading and required actions to support their learning. 

  Resources – each module will have assigned resources including scenarios, case studies, 
templates and activities to support the delivery of the program and ensure consistency. 

 

 

Induction eLearning course – an induction eLearning course has been developed allowing the 
Participant to gain an initial understanding of the AEC’s working environment, including the 
AEC values and expectations. 

Induction videos – a series of short videos have been recorded by members of the Executive 
Leadership Team introducing themselves, welcoming the Participant to the agency and 
promoting specific key information e.g. the AEC Corporate Plan, strategic direction and their 
expectations of staff. 

Additional program resources including staff roles and responsibilities have been developed, as well 
as facilitator guides and facilitator resources for the AEC Foundation Program – National and 
Network Experience. 

Consultation 

The NTEU reviewed current AEC content against the program objectives, identifying gaps in 
resources and engaging with business owners in content development. The NTEU designed and 
developed materials to support the program, and business owners were consulted and reviewed all 
module content and eLearning as required. 

The Learning and Development Community of Practice supported the program through testing, which 
ensured the program was fit for purpose and user friendly. 

Feedback has been discussed throughout the consultation phase and changes have been made to 
the program as required. 

All identified staff who participate in the program are required to provide feedback and undertake an 
evaluation of the program upon completion of each module.

--- Page 1 ---

Curriculum Outline 

Phase 

Module 

Session Content 

1 

Module 1 

■  Activities requiring action prior to Participant commencement: 

Pre-commencement 

–  On-boarding confirmation 

–  System access 

–  AEC security passes/access 

–  Workstation set up 

–  Participant check-in 

–  Participant to review the videos of the AEC’s Executive Leadership Team. The four short videos are designed 

to set out agency expectations and embed the AEC’s agency culture 

Module 2  
Introduction to the AEC 
(Day 1) 

–  Assignment of Local Induction Adviser. 

Completion and sign off of Module 1 - Pre-commencement checklist 
Note: All current AEC staff will also be expected to watch the ELT videos. 

■  Information and required actions on the Participant’s first day: 

–  Welcome to the AEC and role 

–  Introduction to the AEC values and expectations 

–  Introduction to the state/branch future directions 

–  Introduction to the site and team 

–  AEC identification and asset handover 

–  AEC resources and obtaining systems access 

–  Discuss key policies and where to find them (Social Media Policy, Political Neutrality Policy, and Conflict of 

Interest Policy). 

Completion and sign off of Module 2 – Introduction to the AEC (Day 1) checklist 

2 &3 

Module 3 
Week 1 

■  Information and required actions in the Participant’s first week: 

–  Work Health Safety and Fatigue Prevention  

–  Injury Management and Safety in the workplace 

–  Workplace bullying and harassment 

–  Wellbeing and the Employee Assistance Program (EAP) 

–  Pay, leave and conditions, including how to use Aurion ESS 

–  Key agency activities 

–  Discuss eLearning courses and link to Participant role through the use of case studies and scenarios 

■  eLearning courses: 

–  AEC Induction Program 

–  Work, Health and Safety 

–  Maintain a Positive Workplace 

Participant 

APS2 - APS5  APS6 – SES 

Delivered by 

Line Manager 
Local Induction Adviser 

Line Manager 
Local Induction Adviser 

Line Manager 
Local Induction Adviser


--- Page 2 ---

Phase 

Module 

Session Content 

Participant 

APS2 - APS5  APS6 – SES 

Delivered by 

Module 4  
Week 2 

Module 5  
Week 3 

Module 6  
Week 4 

Completion and sign off of Module 3 – Week 1 checklist 

■  Information and required actions in the Participant’s second week: 

–  Cultural Appreciation 

–  Working with Indigenous Australians 

–  Diversity, culture and inclusion 

–  Privacy, security and fraud in the AEC 

–  Recordkeeping and information management in the AEC 

–  Individual Performance Plan (IPP) 

–  Probation requirements (where applicable) 

–  Discuss eLearning courses and link to Participant role through the use of case studies and scenarios 

■  eLearning courses: 

–  Protective Security Awareness 

–  Fraud Awareness 

–  Information Management and ObjectiveIM 

–  Cultural Appreciation 

Completion and sign off of Module 4 – Week 2 checklist 

■  Information and required actions in the Participant’s third week: 

–  Privacy Awareness  

–  Key documents & policies 

–  political neutrality 

–  conflict of interest  

–  discuss eLearning courses and link to Participant role through the use of case studies and scenarios 

■  eLearning courses: 

–  Privacy Awareness  

Completion and sign off of Module 5 – Week 3 checklist 

■  Information and required actions in the Participant’s fourth week: 

–  APS Values and Code of Conduct 

–  Procurement and contract management in the AEC 

–  Ballot paper handling 

–  Discuss eLearning courses and link to Participant role through the use of case studies and scenarios 

–  Individual Performance Plan (IPP) finalised 

■  eLearning courses: 

–  Procurement and Contract Management 

–  Ballot Paper Handling 

Completion and sign off of Module 6 – Week 4 checklist 

Line Manager 
Local Induction Adviser 

Line Manager 
Local Induction Adviser 

Line Manager 
Local Induction Adviser 

Executive Level Officer 
(Phase 3 only)


--- Page 3 ---

Phase 

Module 

Session Content 

Participant 

APS2 - APS5  APS6 – SES 

Delivered by 

Module 7 
Months 2 and 3 

Module 8 
Months 4 and 5 

■  Information and required actions in the Participant’s second and third month: 

–  Public Engagement 

–  Complaints Framework 

–  Public engagement contact tool 

–  Probation – discussion and report (2 month mark) 

Completion and sign off of Module 7 – Months 2 and 3 checklist 

■  Information and required actions in the Participant’s fourth and fifth month: 

–  Election Readiness  

–  Transition to Election Time 

–  Risk Management 

–  Discuss eLearning course and link to Participant role through the use of case studies and scenarios 

–  Probation – discussion and report (4 month mark) 

–  Probation – discussion and final report – recommendations and signed report provided to Corporate Services 

Branch (5 month mark) 

■  eLearning courses: 

–  Risk Management 

Completion and sign off of Module 8 – Months 4 and 5 checklist 

■  Information and required actions in the Participant’s sixth month: 

–  Provide feedback on the national induction program  

–  Check-in point – final induction meeting with Line Manager 

Completion and sign off of Module 9 – Month 6 checklist 

■  AEC Foundation Program – National Experience Agenda (face to face and virtual agendas) 

■  AEC Foundation Program – Network Experience Agenda (face to face and virtual agendas) 

Module 10b will be a condensed, one day face to face or one week virtual version of Module 10a. This module will be 
delivered at the local level (State or Branch) by assessed AEC Trainers. 

Module 9  
Month 6 

Module 10a 
AEC Foundation 
Program – National 
Experience 

(APS6 - SES level) 

Module 10b  
AEC Foundation 
Program – Network 
Experience 

(APS2 – APS5 level) 

Line Manager 
Local Induction Adviser 

Executive Level Officer 
(Phase 3 only) 

Line Manager 
Local Induction Adviser 

Executive Level Officer 
(Phase 3 only) 

Line Manager 
Local Induction Adviser 
Executive Level Officer 
(Phase 3 only) 

NTEU 
Line Manager and 
Executive Level Officer 
(consult National calendar 
for next available session) 

Assessed AEC Trainers 
Line Manager and 
Executive Level Officer 
(consult State calendar for 
next available session)

--- Page 1 ---

National Induction Program  
Roles and Responsibilities 

Participant 

Completion of the National Induction Program is a requirement as part of the Participant’s 
introduction to the Australian Electoral Commission (AEC) and Australian Public Service (APS) and 
must be prioritised. 

Participants are ongoing or non-ongoing staff that are new to the agency, or who gain promotion at 
an identified level. 

The National Induction Program is designed for APS2 – SES level staff only, APS1 and staff 
identified to fill key election specific roles are outside scope for this program. 

Line Manager 

The Line Manager will be the responsible officer that conducts the National Induction Program 
locally. The Line Manager will either action or delegate induction activities, and provide feedback on 
performance that is in line with the Australian Electoral Commission’s (AEC’s) Performance 
Management Program and Probation Policy.  

In some instances the Line Manager may not be located in the same office as the Participant  
e.g. Participant is an APS6 in a stand-alone office and their Line Manager is an Operations Manager 
in the State Office. The Line Manager will: 

■  provide one on one training and support for the Participant on AEC specific information 

■  use and refer the Participant to approved AEC policies and procedures only 

■  ensure they are familiar with all training content prior to actioning each module 

■  be available to the Participant, responding to questions as needed, ensuring the Participant 

feels comfortable to seek support 

■ 

■ 

follow all instructions contained in the National Induction Program modules, including guides 
and resources, ensuring a nationally consistent program is delivered 

incorporate ‘why, how and when’ questions into one on one training to encourage the 
Participant to think about how activities are linked to their role or work area/branch 

■  delegate induction activities if required, unless indicated in the program as Line Manager 

specific e.g. Individual Performance Plans (IPPs) 

■  meet with the Participant at all assigned ‘Check-in Points’ throughout the induction and 

discuss role, performance and fit 

■  meet with the Participant within the first four weeks of employment to discuss and set up an 

IPP 

■ 

follow all guidance in relation to providing the Participant with feedback on their progress and 
other information that will support their development


--- Page 2 ---

■  ensure they maintain Participant records in ObjectiveIM, in accordance with local ObjectiveIM 
conventions, and provide examples to the Participant at all Check-in Points, probationary 
period discussions and/or IPP discussions 

■  provide timely feedback to the Participant and provide evidence and/or examples to support 

the feedback 

■  conduct themselves in a professional manner, supporting the AEC’s values and commitments 

throughout the induction period and beyond 

■  behave in accordance with the APS values and code of conduct 

■  provide feedback on the National Induction Program to the National Training and Education 

Unit (NTEU) upon completion of each module 

■ 

refrain from voicing personal opinion on AEC policies, procedures and/or stakeholders during 
delivery 

■  monitor the Participant’s progress, and ensure that all modules and associated activities are 

marked as completed during the timeframes provided. 

Line Managers must complete all Manager Guides in alignment with the relevant module checklists 
to ensure all key information is discussed. Line Managers are reminded that they must give the 
National Induction Program and its resources ample attention to ensure that staff are set up for 
success in the AEC. 

Local Induction Adviser 

The Local Induction Adviser will be a locally based officer identified by the Line Manager and will be 
responsible for supporting the Participant in their first five months with the Australian Electoral 
Commission (AEC). 

The Local Induction Adviser must have the skills and knowledge to support the Participant throughout 
the National Induction Program, and is a voluntary role. Where the Local Induction Adviser believes 
that they do not have the appropriate skills and knowledge to undertake this task, they must discuss 
this with their Line Manager immediately. 

The identified Local Induction Adviser will assist the Participant in developing a positive workplace 
culture by ensuring they feel welcomed, helping them settle in and acting as the Participant’s primary 
contact on general enquiries and day to day operational issues. The Local Induction Adviser will: 

■  provide one on one training and support for the Participant on role specific activities that are in 

line with AEC procedures and legislation 

■ 

■ 

incorporate ‘why, how and when’ questions into one on one training to encourage the 
Participant to think about how activities are linked to their role or work area/branch 

follow all instructions contained in the National Induction Program modules, including guides 
and resources, ensuring a nationally consistent program is delivered 

■  use and refer the Participant to approved AEC policies and procedures only 

■  answer role specific and general enquiries questions only, escalating all other questions to 
their Line Manager, or directing the Participant to seek a response from their Line Manager 

■  be available to the Participant, responding to role specific questions as needed, ensuring the 

Participant feels comfortable to seek support


--- Page 3 ---

■  conduct themselves in a professional manner, supporting the AEC’s values and commitments 

throughout the induction period and beyond 

■ 

refrain from voicing personal opinion or engaging in office politics with the Participant 

■  behave in accordance with the APS values and code of conduct 

■  notify the Line Manager of training completion against the national induction timeline, and any 
actions that may impact the Participant’s ability to complete activities against the timeline i.e. 
sickness/absenteeism 

■  provide Line Managers with timely feedback on how the Participant is progressing and 

provide evidence and/or examples to support the feedback 

■  provide timely feedback to the Participant where it is identified that incorrect action/process 

has or is about to be undertaken, and explain correct course of action/process 

■  provide feedback on the National Induction Program to their Line Manager and the National 

Training and Education Unit (NTEU) upon completion of each module. 

When selecting a Local Induction Adviser, the Line Manager should look for staff that have: 

■  good communication skills including the ability to listen 

■  good time management and self-management skills so that they can be available to the 

Participant 

■  a demonstrated ability to comply with the AEC’s policies and procedures, including the 

experience to be able to provide the right level of support 

■  a demonstrated history of strong performance 

■  an honest and considerate approach when it comes to providing feedback. 

The Local Induction Adviser is not responsible for any performance management, this will be the 
responsibility of the Line Manager only. Queries regarding performance, disciplinary action, or policy 
matters must be directed to the Line Manager. 

Executive Level Officer 

The Line Manager’s assigned Executive Level Officer must be engaged to ensure that expectations 
of the National Induction Program and the Participant are being met, that mandatory training is being 
completed and that the Participant is fit for the AEC prior to the probation period end date. 

The Executive Level Officer will not participate in the learning and development of the Participant 
(unless the Participant is their direct report) but will be available to the Line Manager as needed. 

The Executive Level Officer may meet with the Participant on their first day, either face to face or via 
skype, to discuss values and expectations of the agency and their state/branch. Meetings will be 
dependent on the Executive Level Officer’s time, other scheduled meetings and Participant role.


--- Page 4 ---

Local Trainers and Facilitators 

Locally based trainers and facilitators, taken from the AEC’s assessed trainer/facilitator pool, must be 
engaged as they may be responsible for the delivery of the AEC’s Foundation Program – Network 
Experience, the programs one day face to face component or one week virtual component. Locally 
based trainers and facilitators will deliver program content to Participants located in their 
office/state/branch, or in other offices/states/branches, where required. Local trainers and facilitators 
will: 

■ 

follow all instructions contained in the AEC Foundation Program – Network Experience 
module, including guides and facilitator resources, ensuring a nationally consistent program is 
delivered 

■  not amend or customise session content without the permission of the National Training and 

Education Unit (NTEU) 

■  ensure that they are familiar with all training content and procedures prior to conducting 

sessions 

■  ensure all IT equipment and AV has been tested prior to conducting all face to face and virtual 

sessions 

■  use and refer to approved AEC policies, procedures and induction resources only, throughout 

session delivery 

■  answer questions relating to training topics only and refer Participants to their Line Manager 

when questions are outside scope 

■  not disclose or forward facilitator resources i.e. videos, to staff outside of the AEC 

trainer/facilitator pool or outside of the agency 

■  conduct themselves in a professional manner, supporting the AEC’s values and commitments 

throughout training sessions and beyond 

■ 

refrain from voicing personal opinion on AEC process, procedures and/or stakeholders during 
content delivery 

■  behave in accordance with the APS values and code of conduct 

■  provide Line Managers with feedback on the Participant’s involvement in training programs 

■  provide feedback on the National Induction Program to the National Training and Education 

Unit (NTEU) 

■  maintain attendance records on all training programs conducted. 

National Electoral Education Centre 

The National Electoral Education Centre (NEEC) will be responsible for delivery of session content to 
identified Participants attending the 90 minute Eligible Elector Program. The Eligible Elector Program 
will be conducted at the NEEC as part of the two day AEC Foundation Program – National 
Experience, or as part of the two week Virtual program. The NEEC will: 

■ 

follow all instructions contained in the AEC Foundation Program – National Experience 
module, including guides, scripts and facilitator resources, ensuring a nationally consistent 
program is delivered


--- Page 5 ---

■  not amend or customise session content without the permission of the National Training and 

Education Unit (NTEU) 

■  ensure that they are familiar with all training content and procedures prior to conducting 

sessions 

■  ensure all IT equipment and AV has been tested prior to conducting all face to face and virtual 

sessions 

■  answer questions relating to training topics only and refer Participants to their Line Manager 

when questions are outside scope 

■  not disclose or forward facilitator resources i.e. videos, to staff outside of the AEC 

trainer/facilitator pool or outside of the agency 

■  conduct themselves in a professional manner, supporting the AEC’s values and commitments 

throughout training sessions and beyond 

■ 

refrain from voicing personal opinion on AEC process, procedures and/or stakeholders during 
content delivery 

■  behave in accordance with the APS values and code of conduct 

■  provide feedback on the National Induction Program to the National Training and Education 

Unit (NTEU) 

■  maintain attendance records on all training programs conducted. 

National Training and Education Unit (NTEU) 

The NTEU may be required to deliver face to face sessions to Participants in Canberra, including 
delivery to National Office branches. 

The NTEU may be required to deliver face to face sessions to Participants interstate, where identified 
Local Trainers are unavailable. 

The NTEU will be responsible for the delivery of the AEC Foundation Program – National 
Experience, the two day face to face program in Canberra, or the two week virtual program.

--- Page 1 ---

Module 1 – Pre-commencement - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

1 – Pre commencement  On-boarding confirmation 

  All paperwork and checks completed and 

confirmed by CSB. 

System access 

  Lodging Systems access through service desk 
  On-boarding request number 
  ObjectiveIM 

AEC Security 

  Applications for photo ID 
  Setting up meeting with Security (where 

applicable) 

Workstation set up 

  Workstation set up guide 
  Equipment requirements 
  RSA tokens 
  Telephone numbers 

Inform and check-in 

Participants will have been notified of their start date, arrival time, 
and building access instructions.  

This is a pre-commencement phase only. As the Participant has not 
yet commenced there are no learning outcomes to be achieved. 

Four short induction videos will have been forwarded to the 
Participant, featuring members of the AEC’s Executive Leadership 
Team. 

The work area/branch will have been notified about the Participant’s 
start date and position. 

Line Managers will have actioned all IT requests to ensure 
Participants have access to the necessary systems, drives and 
mailboxes required to undertake their role. 

A Local Induction Adviser will have been identified and advised of 
their role in the National Induction Program. 

A fully functional workstation will be established for the Participant, 
including the provision of required assets and necessary paperwork. 

Identification of Local Induction Adviser  

Initial contact 

 
  Participant Welcome email 
 
  Schedule meetings 
  eLearning requirements 
  Roles and Responsibilities 

1


--- Page 2 ---

Module 2 – Day 1 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Recognise the importance of their job role, and the role of others, 
and describe how these roles contribute to the AEC business 
outcomes and agency objectives. 

Recognise the importance of the AEC values and commitments and 
describe why they underpin the work of the AEC. 

Comply with AEC building access procedures and policies when 
attending AEC offices, recognising the importance of security and 
identification within AEC. 

Set up their workstation in accordance with AEC approved resources 
and checklists. 

Comply with AEC procedures and guides when setting up and using 
AEC IT systems, and state their responsibilities regarding the 
personal use of AEC IT systems. 

Recognise the importance of political neutrality and appropriate 
personal social media use, and recall where to find AEC policies to 
ensure compliance. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Recognise the importance of transparency in the AEC and its impact 
on reputation and public perception. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

2 – Day 1 

Welcome 

  Welcome to the AEC and your new role 
  Welcome to the National Induction Program 
  Role of the AEC 
  Organisational structure 
  Participant Role 
  Housekeeping 

AEC values and expectations 

Introduction to SES or EL 

 
  AEC values and expectations (brief overview) 
  State/Branch expectations including expectations 

of staff 

  Current operating environment (brief overview) 
  State/branch future directions (brief overview) 

Introductions - to the site and team 

  Amenities 
  Evacuations 
  Co-workers 
  Key staff e.g. First Aid, WCO, HSRs, and SLOs 
  Other e.g. parking, social clubs etc. 

Security 

  Security passes and photo id 
  Lost or stolen passes 
  Visitors 
  Emergency information 

Introduction to Local Induction Adviser 

Introduction including brief history of role 

 
  Roles and responsibilities 
  Expectations of both Participant and Local 

Induction Adviser 

  Curriculum for National Induction Program 
  Expectation for ongoing and regular feedback 

AEC identification and asset handover 

  Mobile phones (where applicable) 
  RSA tokens 
  Passes 
 

IPads (where applicable) 

Induction Videos – Executive Leadership Team 

  Welcome to the AEC  
  AEC values and commitments  

2


--- Page 3 ---

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

  Expected behaviours of AEC staff  
  AEC Corporate Plan  

Workstation 

  Workstation set-up 
  Telephone threat checklist 
  Phones and how to use them 
  Local phone lists 
  RSA tokens 
  MFD cards 

Systems access 

  Two factor authentication set-up 
  User name and passwords 
  Delays in IT access 
  Setting up your email 
  Setting up your printer 
  Registering your MFD 
  Personal use of IT 
  Social Media Policy (brief overview) 
  Political Neutrality Policy (brief overview) 
  Conflict of Interest Policy (brief overview) 

AEC Intranet 

  Overview of the Intranet 
  How to navigate the Intranet 
  AEC Learning  

3


--- Page 4 ---

Module 3 – Week 1 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

3 – Week 1 

National Induction eLearning 

Work Health and Safety 

  WHS eLearning 
  WHS Legislation and Policy 
  Work Health and Safety Act 2011 (Cth) 
  Work Health and Safety Policy 
  Work Health and Safety Statement of 

Commitment 

Injury management and safety in the workplace 

  Safety, Rehabilitation and Compensation Act 
  AECsafety 
 
  Classification of WHS incidents 
  AEC incident reporting flowchart 
  How to lodge an incident 
  Fatigue management 
  Fatigue Prevention and Management Policy 
  Fatigue prevention and management guide 

Maintain a Positive Workplace 

  Maintain a Positive Workplace eLearning 
  Respect at Work Policy 
  Confidentiality and the Privacy Act 1988 
  Workplace bullying and harassment 
  Definitions and terminology 
  Workplace Contact Officers 

Wellbeing and employee support services 

Recognise that work health and safety is everyone’s responsibility, 
and that our behaviours and actions can affect workers and the 
workplace. 

Recognise the importance of managing and reporting incidents, and 
recall the processes and systems used to report incidents in the 
AEC. 

Comply with the AEC’s stance on bullying, harassment and 
discrimination, recognise why inappropriate behaviour will not be 
tolerated, and understand that all instances relating to bullying, 
harassment and discrimination must be addressed immediately. 

Recognise the importance of staff wellbeing, and identify the support 
services available to AEC staff and their families. 

Demonstrate behaviour that aligns with the APS values and code of 
conduct, and AEC policies, procedures and legislation. 

Identify the purpose of the AEC’s Corporate Plan, recall the agency 
activities and identify how their role contributes to achieving the 
activities. 

Identify the terms and conditions of their employment and flexible 
working arrangements.  

Navigate the AEC’s employment system and demonstrate how to 
input and submit timesheets, and leave requests. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

  Work Health and Safety Act 2011 (Cth) 
  Employee Assistance Program (EAP) 
 
  Early Intervention Program 
 

Internal support – HSRs, First Aid, 

Incident support 

AEC Corporate Plan and key agency activities 

AEC Enterprise Agreement and employment 
legislation 

  Engagement of APS employees 
  Terms and conditions of employment 
  Senior Executive Service (SES) 
  Statutory office holders 
  AEC Enterprise Agreement 2016-2019 
  Public Service Act 1999 
  Senior Executive Remuneration and Review 

Policy 

  Pay, leave, and conditions 

4


--- Page 5 ---

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

  AEC hours of work 
  Flexible work arrangements 
  Flextime and overtime guide 
  Working outside the office Policy 
  Time Off In Lieu Arrangements Policy 
  Aurion Employee Self Service (ESS) 

Other 

  Other eLearning modules 
  Setting up voicemail/mailboxes 
  Community and Public Sector Union (CPSU) 

5


--- Page 6 ---

Module 4 – Week 2 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Conduct AEC business in a culturally appropriate way, and apply 
learning that will assist in the engagement and communication with 
Aboriginal and Torres Strait Islander peoples. 

Recognise the benefits of workplace diversity, and its ability to 
support the AEC in becoming a higher performing organisation. 

Recognise how the AEC’s Diversity and Inclusion Strategy can 
support staff in fostering an environment that values the contributions 
of those who are culturally and linguistically diverse. 

Recognise the important role that all AEC staff have in keeping 
information and IT assets safe, and comply with all policies and 
procedures to help protect information and assets. 

Recognise that all AEC staff have a responsibility to promote a 
strong security culture, and recall what to do in the event of an 
incident or suspected incident. 

Apply AEC policy and guidance to support strong information 
management, and maintain all records and information within the 
AEC’s recordkeeping system. 

Comply with the AEC’s Performance Management Program, and 
recognise that regular formal and informal discussions can effectively 
support the learning and development of AEC staff. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

4 – Week 2 

Cultural Appreciation  

  Cultural Appreciation eLearning 
  Engaging with Indigenous Australians 

 

Reconciliation Action Plan 
Indigenous Electoral Participation Program 
(IEPP) 

  Acknowledgement of Country 

Diversity, culture and inclusion  

  Diversity and inclusion strategy 
  Diversity 
 
Inclusion 
  Why diversity and inclusion matter 
  Culture 
  APSC – Diversity and Inclusion page 

Protective Security Awareness  

  Protective Security Awareness eLearning 
  Australian Government Protective Security Policy 

Framework 

  AEC Protective Security Policies incl. clear desk 

policy 

  Agency security plan 
  Election Waste Policy 
  Forms and procedures incl. security passes, 
visitors, telephone threat checklists, security 
clearances, security incidents. 

  Contacts 

IT security 

IT security 

 
  Australian Government Protective Security Policy 

Framework 

  Phishing 

Fraud 

  Fraud Awareness eLearning 

Security incidents 

  Recordkeeping and information management in 

 

the AEC  
Information Management and ObjectiveIM 
eLearning  

  Recordkeeping in the AEC 
  What is a record? 
  AEC Recordkeeping Policy 
  ObjectiveIM 

6


--- Page 7 ---

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

  Staff responsibilities 
  AEC’s Information Governance Framework 

Performance Management Program 

  Probation (brief discussion where applicable) 
  Probation Policy 
 
 
  Performance Management Program Procedures 
  How to complete your IPP in Aurion 

Individual Performance Plan (IPP) 
IPP initial discussion 

7


--- Page 8 ---

Module 5 – Week 3 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

5 – Week 3 

Privacy  

  Privacy Awareness eLearning 
  AEC Privacy Policy 
  Privacy Act  
  Privacy Principles 
  What is privacy? – Video OAIC 
  Privacy breach’s & reporting a breach/suspected 

breach 

Key AEC policies and guidelines  

  AEC Corporate Plan 
  Election Procedures Manual 
  Policy Framework 

Political neutrality 

  Political Neutrality Policy 
  Acknowledgment and Declaration of Key 

Obligations 

Conflict of interest 

  Conflict of Interest Policy 
  APS Code of Conduct 

Social media use  

  Social Media Policy 
  Political Neutrality Policy 

Recognise the importance of protecting personal information, and 
have an awareness of the AEC's obligations under the Privacy Act 
1988. 

Describe the varying forms of personal information managed by the 
AEC, including how the information is received and the way the AEC 
must handle the information. 

Describe what a privacy breach is, including the two main types of 
breaches, and recognise how to report an apparent or suspected 
breach, and where to direct an individual’s complaint. 

Recognise the importance of adhering to policy, and how applying 
policy leads to nationally consistent process and decision making. 

State the reasons why APS employees must be apolitical, impartial 
and take all reasonable steps to avoid conflicts of interest, and 
describe the impact on the agency should staff not adhere to these 
directions. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Identify how their role contributes to AEC business outcomes and 
agency objectives 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

8


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Module 6 – Week 4 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Recognise the importance of maintaining the trust and confidence of 
all AEC stakeholders, including government and the Australian 
public, when undertaking AEC business. 

Recognise that public confidence can be affected by the actions of 
the AEC and its staff, and identify why it is so important for staff to 
comply with the APS Values and Code of Conduct. 

Recognise the AEC’s obligations under the Public Governance, 
Performance and Accountability Act, and demonstrate compliance 
through the use of available tools and resources. 

Identify how to conduct procurement and finance activities in the 
AEC, and recall where to locate the systems, templates and 
evidence used when procuring goods or services. 

Adhere to the AEC’s Ballot Paper Principles and recognise the 
importance of Ballot Paper Handling procedures, including staff 
obligations when handling Ballot Papers. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Recognise the importance of transparency in the AEC and its impact 
on reputation and public perception. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

6 – Week 4 

APS Values and Code of Conduct 
  APS Values 
  APS Code of Conduct 
  APS Employment Principles 
  Public Service Act 1999 
  Determining breaches of the APS Code of 

Conduct 

Public Governance and Accountability 
  Public Governance Performance and 

Accountability Act 2013 

  Accountable Authority Instruction (AAI) 
  Financial duties of officials eLearning 

Procurement and Contract Management  
  Procurement and contract management 

eLearning 

  Procurement and delegation 
  Procurement compliance 
  Commercial Law and Procurement (CLP) 
  AEC’s procurement framework 
  AEC’s compliance framework 
  Procurement and Contract Management 

Procedures 

  Reporting procurements 
  Existing Arrangements, Open Tenders, Limited 

Tenders 

Financial management and finance systems 
  Finance in the AEC eLearning 
  Finance.Simple 
  Budgeting in the AEC eLearning (where 

applicable) 

  Credit cards 
  Credit card eLearning (where applicable) 
  Official travel 

Ballot Paper Handling 
  Ballot Paper Handling eLearning 
  Ballot Paper Handling Policy 
  Ballot Paper Handling Scenario Guide  
  Ballot Paper Secure Zones 

Individual Performance Plans  
  Performance Management Program Procedures 
  Australian Public Service Directions 2016 

Probation 
  Probation – initial discussion 
  Probation Policy 
  Probation Report 

9


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Module 7 – Months 2 and 3 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Recognise the importance of Public Engagement in the AEC, and 
the requirements and expectations of AEC staff in managing 
enquiries, complaints and feedback. 

Comply with the AEC’s Complaints Management Framework and 
apply the processes and principles of the Framework when 
responding to enquiries and complaints. 

Recognise the importance of effective complaints management in 
maintaining stakeholder relationships and strengthening the AEC’s 
reputation. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Recognise the importance of transparency in the AEC and its impact 
on reputation and public perception. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

7 – Months 2 and 3 

Public Engagement 

  AEC service charter 
  Public contact channels 
  Quality client service 
  Service level standards 
  Enquiry resolution 
  Public Engagement Contact Tool 
  Telephone guidelines and protocols 
  Email guidelines and protocols  
  Public Enquiries Procedures 
  Telephone threat checklist 
  Scripts for standard replies to frequently asked 

questions 

Complaints 

  Complaints Management Framework 
  Complaints Management Policy 
  Complaints Management Procedures 
 

Internal Review Management Procedures 

Probation 

  Probation Reports 
  Probation Policy 
  Staff responsibilities 
  How to know if your staff member is on probation 
  First probation discussion and report 

10


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Module 8 – Months 4 and 5 - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Identify the multiple actions that are involved in delivering high 
quality, trusted electoral services.  

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Recognise the importance of applying approved processes and 
procedures to ensure public confidence is maintained. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Recognise why effective election planning and maintaining the 
appropriate level of ‘election readiness’ allows the AEC to be ready 
to conduct an electoral event. 

Discuss why the Directed Level of Election Readiness (DLER) model 
allows the AEC to effectively manage the risks and costs involved in 
maintaining election readiness.  

Utilise AEC tools to identify upcoming election delivery activities that 
require action, and identify the future impact and consequence 
should deadlines be missed. 

Address election critical activities through effective operational 
planning, and recognise the interdependencies between the strategic 
and operational plans. 

Recall the AEC’s appetite and tolerance for risk and assess the 
likelihood and consequence of risk using the AEC’s risk 
management tools. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

8 – Months 4 and 5 

Election Readiness 

  Our task to deliver a federal election - video 
  Election readiness 
  Election Readiness Framework 
  Observation Register 
  Directed Level of Election Readiness table 
  Election Ready Road Map  
  Election Readiness Assessment Framework 
  Planning and preparation  
  Delivery plans 
  Operational Planning Matrix 
  Operational Planning User Guide 
  Operational Planning Principles 
  Event Strategy 
  Event Picture 
  Transition to election time 
  Writ to Writ timetable 
  Election Diary 

Risk Management 

  Risk Management 
  Public Governance, Performance and 

Accountability Act 2013 

  Risk Management Policy 
  Risk Appetite Statement 
  Risk Matrix 
  Risk Management Systems (ARMS) 

Probation 

  Probation Policy 
  Probation Reports 
  Responsibilities 
  Second probation discussion and report 
  Final probation discussion and report 

11


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Module 9 – Program Evaluation - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

9 – Program Evaluation 

National Induction Program evaluation 

  Final check-in point 
  Evaluation questionnaire 
  Checkbox survey 

By this point all nine learning outcomes should be discussed and 
achieved. Where it is identified that further learning is required this 
must be captured in the Participants IPP. 

Line Managers and Participants will have discussed their experience 
of the National Induction Program and captured their feedback. 

Line Managers and Participants have discussed the questions raised 
in the Program Evaluation Questionnaire, capturing areas for 
program improvement and identifying Participant knowledge gaps 
where further professional development may be required.  

Line Managers and Participants have completed the Module 9 
Checkbox surveys 

Participants are fully engaged, undertaking their role with minimal 
supervision, and continuing to adhere to the National Induction 
Program’s overall Learning Outcomes. 

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Module 10a – AEC Foundation Program (National Experience) - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Recognise the importance of their role, and the role of others, and 
describe how these roles contribute to the AEC’s business outcomes 
and agency objectives. 

Identify the internal and external challenges faced by the AEC, and 
recognise the importance of managing ‘election readiness’ to 
minimise these challenges. 

Describe the role of Parliament and the role the AEC plays in its 
formation. 

State the reasons why APS employees must be apolitical, impartial 
and take all reasonable steps to avoid conflicts of interest. 

Describe what a credible election looks like and what constitutes a 
free and fair election. 

Describe elements of the Australian federal electoral system 
including the AEC’s statutory roles and responsibilities and 
preferential voting. 

Identify the three levels of government and variations in electoral 
systems used in Australia. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Apply learning to role that is compliant with policies, procedures and 
legislation relevant to the AEC. 

Recognise the importance of transparency in the AEC and its impact 
on reputation and public perception. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

Explain the role of Parliament, the role the AEC plays in its formation 
and the importance of political neutrality. 

Explain the guiding principles of electoral management and the three 
levels of government in Australia. 

10a (virtual and face to 
face content) 

Executive Leadership Team Messages 

  Welcome from the Electoral Commissioner 
  Deputy Electoral Commissioner overview 
  Enabling and Regulation Division overview 
  Service Delivery Division overview 
  Organisational Transformation Division overview 

The role of the AEC 

  The services provided by the AEC 
  The AEC’s values and commitments 
  The APS values 
  Election readiness 
  Election Readiness Framework 
  Directed Level of Election Readiness (DLER) 
  Election Ready Road Map (ERRM) 
  Event Strategy 
  Event Picture 

The AEC’s operating environment 

  AEC Corporate Plan 
  AEC Annual Report 
  2019 JSCEM submission 
 
  Stakeholders 

Internal and external factors that impact the AEC 

The AEC’s organisational structure 

Parliament House Tour 

  House of Representatives Chamber 
  Senate Chamber 
  Other rooms 

BRIDGE  

  What is BRIDGE 
  BRIDGE methodology 
  What is an election 
  Why have elections 
  Credibility and political neutrality 
  Guiding principles of election management 
  Electoral principles 
  Free and fair elections 
  Working with stakeholders 

Electoral Events 

  Federal electoral event 

13


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Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

  State/territory elections 
  Local government elections 
 
  Three levels of government 

Industrial elections 

National Electoral Education Centre (NEEC) 

  Eligible Elector Program 
  History of Australian democracy 
  Full preferential voting 
  Voting formally 
  Ballot paper preferences – activity 

14


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Module 10b – AEC Foundation Program (Network Experience) - Detailed curriculum and learning outcomes 

Module 

Module Content 

Learning Outcomes 

Relevant Overall Program Learning Outcomes 

Recognise the importance of their role, and the role of others, and 
describe how these roles contribute to the AEC business outcomes 
and agency objectives. 

Identify the internal and external challenges faced by the AEC, and 
recognise the importance of managing ‘election readiness’ to 
minimise these challenges. 

Describe elements of the Australian federal electoral system 
including the AEC’s statutory roles and responsibilities and 
preferential voting. 

Identify the three levels of government and variations in electoral 
systems used in Australia. 

Behave in accordance with the AEC values and commitments, and 
describe why they underpin the work of the AEC. 

Make decisions and demonstrate behaviours that represent the APS 
values and comply with the APS Code of Conduct. 

Promote and contribute to a positive organisational culture based on 
quality, agility and professionalism. 

Recognise the importance of transparency in the AEC and its impact 
on reputation and public perception. 

Identify how their role contributes to AEC business outcomes and 
agency objectives. 

Identify the internal and external factors of the AEC’s environment 
and consider them when performing their role. 

Explain the guiding principles of electoral management and the three 
levels of government in Australia. 

10b (virtual and face to 
face content) 

State Manager/Branch Head messages 

  State office /Branch overview 

The role of the AEC 

  The services provided by the AEC 
  The AEC’s values and commitments 
  The APS values 
  Election readiness 
  Election Readiness Framework 
  Directed Level of Election Readiness (DLER) 
  Election Ready Road Map (ERRM) 
  Event Strategy 
  Event Picture 

The AEC’s operating environment 

  AEC Corporate Plan 
  AEC Annual Report 
  2019 JSCEM submission 
 
  Stakeholders 

Internal and external factors that impact the AEC 

The AEC’s organisational structure 

BRIDGE  

  What is BRIDGE 
  BRIDGE methodology 
  What is an election 
  Why have elections 
  Electoral principles 
  Free and fair elections 

Electoral Events 

  Federal electoral event 
  State/territory elections 
  Local government elections 
 
  Three levels of government 

Industrial elections 

Preferential Voting 

  Full preferential voting 
  Voting formally 
  Ballot paper preferences – activity 

15

--- Page 1 ---

Public Engagement Team 
Handbook

| November 2022


--- Page 2 ---

Table of Contents 

Overview ........................................................................................................................... 3 
Responsibilities of the Public Enquiries Officer .............................................................. 3 
Phone ............................................................................................................................ 3 
Information technology .................................................................................................. 3 
AEC contact telephone numbers ................................................................................... 4 
Hours of operation ......................................................................................................... 4 
State electoral commissions .......................................................................................... 5 
Recordkeeping .............................................................................................................. 5 
Public Engagement Contact Tool ................................................................................... 6 
Reporting ....................................................................................................................... 6 
Enquiries ....................................................................................................................... 7 
Complaints .................................................................................................................... 7 
AEC Switchboard ............................................................................................................. 7 
Incoming calls ................................................................................................................ 7 
Interpreter calls .............................................................................................................. 7 
Transferring switchboard to an internal number ............................................................. 9 
National Relay Service .................................................................................................. 9 
Recorded messages for switchboard ............................................................................. 9 
Recorded message (IVR) for 13 23 26 number ............................................................ 10 
Email Procedures ........................................................................................................... 10 
Mailboxes .................................................................................................................... 10 
Outlook folders for info@ mailbox ................................................................................ 11 
INFO Personal Message Manager (PMM) ................................................................... 13 
Email response targets ................................................................................................ 15 
Triaging of enquiries .................................................................................................... 15 
Complex enquiries ....................................................................................................... 15 
Organising the inbox .................................................................................................... 15 
AEC Forms .................................................................................................................. 16 
Silent Elector Forms .................................................................................................... 16 
Faxes........................................................................................................................... 16 
Sent emails .................................................................................................................. 16 
Answering Simple Enquiries ......................................................................................... 17 
Close of rolls for state and local elections .................................................................... 18 
Electoral roll searches ................................................................................................. 18 
Confirming enrolment enquiries – from the elector concerned ..................................... 18 
Third party enquiries .................................................................................................... 19 
Bomb threat / telephone threats ................................................................................... 19 
Electoral roll enquiries ................................................................................................. 21 
Enrolment statistics ...................................................................................................... 21 
Requests for roll data ................................................................................................... 21 
More Complex Enquiries ............................................................................................... 21 
Complaints of possible breaches of the legislation ....................................................... 21 
Freedom of Information (FOI) Requests ...................................................................... 22 
Enquiries about MP entitlements for electoral purposes .............................................. 22 
Enquiry/Complaint from organisation wanting copy of the roll ...................................... 22 
Enrolment Fraud .......................................................................................................... 23 
Industrial elections and Protected Action Ballots (PAB) ............................................... 23 
Appendix A ..................................................................................................................... 24 

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Incoming calls .............................................................................................................. 24 
Transferring a call to an internal number ...................................................................... 24 
Transferring a call ........................................................................................................ 24 
Appendix B ..................................................................................................................... 26 
How to record new messages ...................................................................................... 26 
Standard Business Hours ............................................................................................ 26 
Public Holidays ............................................................................................................ 26 
Emergency .................................................................................................................. 26 
Forwarding the Public Enquiry phone to another area within the AEC ......................... 26 
Transferring switchboard to an internal number ........................................................... 26 
How to change the critical incident message ............................................................... 27 
Appendix C ..................................................................................................................... 28 
List of Recorded messages ......................................................................................... 28 
Switchboard recorded messages ................................................................................. 28 
Appendix D ..................................................................................................................... 30 
Outgoing calls .............................................................................................................. 30 
Translator calls ............................................................................................................ 30 
Appendix E ..................................................................................................................... 31 
Changing the recording on Switchboard phone ........................................................... 31 
Voicemail Setup ........................................................................................................... 31 
Test ............................................................................................................................. 36 
Recording a business hours voicemail message: ........................................................ 36 
APPENDIX F ................................................................................................................... 37 
Compiling the Complaints Management Report .......................................................... 37 
Completing the Complaints Management Quarterly Report ......................................... 40 
Table 1 - Complaints by category ................................................................................ 41 
Table 2 – Complaints Achievement against Service-Level Standards and Avenue Received
 .................................................................................................................................... 42 
Table 3 – Complaints by State/Territory ....................................................................... 42 
Table 4 – Complaints by Avenue ................................................................................. 43 
Table 5 – Comparison of Complaints to Enquiries by Category ................................... 43 
Breakdown of complaints ............................................................................................. 46 

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Overview 

Responsibilities of the Public Enquiries Officer 

The Public Enquiries Officers, working as part of the Public Engagement team, are responsible 
for answering phone calls to the AEC’s National Office (NO) switchboard. The team is also 
responsible for management of the below shared mailboxes: 

 

info@aec.gov.au  

  complaints.management@aec.gov.au 

 

Phone calls 

– used for internal enquiries only 

You will only receive calls between 9am and 5pm weekdays. Outside of these hours, callers will 
hear a recorded message. On a public holiday, callers will hear a different message. We are 
responsible for recording this message. See Recorded Messages. 

It is your responsibility to: 

■  Answer incoming calls 
■  Manage and monitor the email boxes 
■  Provide prompt and appropriate responses to requests for information, noting the AECs 

service levels 

■  Provide relevant and accurate information to the general public on electoral matters 
■  Maintain appropriate confidentiality about dealings with the general public, and behave in 
a way that upholds the integrity and reputation of the AEC and Aust. Public Service (APS) 

Information technology 
The AEC has various databases which contain personal information and other sensitive and 
confidential data including: 

Information about current and former AEC employees 

■  Personal information about electors  
■ 
■  Financial data 
■  Election management data 

This information needs to be protected from unauthorised access, amendment and disclosure 
and to meet statutory obligations under the Commonwealth Electoral Act 1918, the Privacy Act 
1988, and the Crimes Act 1914. 

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It is your responsibility to ensure the integrity of the information in your care is only used for 
official purposes. Please familiarise yourself with the privacy information and principles which 
outline your responsibilities about the use, collection and storage of information. 

Your user ID and other login information (such as passwords) allow you access to IT systems.  
You must not disclose these to anyone, including colleagues, nor leave your computer open 
when unattended. 

If a breach of security occurs through unauthorised use of your user ID and password, you may 
be held personally responsible. 

AEC contact telephone numbers  
The AEC has several telephone numbers as outlined below. The AEC switchboard is the 
responsibility of the Parliamentary and Party Registration section in NO. 

■  13 23 26 – This is the generic telephone number for the AEC’s divisional offices and is 

used on all public advertising and listings. Most calls to this phone number will be diverted 
to a divisional office after the caller enters their postcode. Where a caller does not enter a 
postcode, the call is diverted to their state office. All calls to this number from within 
Australia are the cost of a local call. Overseas callers cannot dial this number. 

■  +61 2 6160 2600 – This number is advertised on our website specifically for people who 
are calling from overseas. This directs people to enter the postcode for their enrolled 
address. Their call is then diverted to the relevant divisional office, based on the postcode 
they enter. If no postcode is entered, the call is diverted to the National Office switchboard 
number, below. 
(02) 6271 4411 – AEC switchboard in National Office. This number is published on our 
website along with our state office switchboard numbers. 
Interpreter calls – This is a service where non-English speaking callers can have a three-
way conversation with the AEC, assisted by an interpreter in their own language. Further 
information on this service is available below.  

■ 

■ 

■  10 Mort St – Security Guards – 

Hours of operation 
The switchboard responds to incoming calls received from the general public as follows: 

■  Non-election hours of operation – 9am to 5pm (Monday to Friday) 

During a federal election, the switchboard is diverted to the AECs escalation cell and the INFO 
and Complaints mailboxes are diverted to the AEC’s Election Contact Centre. 

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--- Page 7 ---

 

the Objective file path is: Enabling and Regulation Division > Disclosure Assurance and 
Engagement Branch > Parliamentary Engagement and Party Registration Section > 
Public Engagement; 

 

the folder is https://objective.prod.aec.gov.au/documents/fA13482  

The structure of information contained in the Public Engagement folders is as follows 

Public Engagement Contact Tool 
Public Engagement are responsible for management of the Public Engagement Contact Tool  
(PECT) system. 

PECT is the AECs official system to record and escalate enquiries and complaints. 

All AEC staff are required to enter all public enquiries, feedback and complaints received. The 
only exception to this rule is enquiries received in the info@aec.gov.au mailbox – these are 
recorded separately. Due to the volume of email enquiries we receive, the Public Engagement 
team is required to enter into PECT all phone calls and emailed complaints only. If a complaint 
needs to be escalated to another business area or division, it must be done through PECT. The 
exceptions are legal enquiries and complaints – these are to be forwarded via email to the Legal 
Mailbox, marked ‘Official’.  

Reporting 

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--- Page 9 ---

English-speaking callers can have a three-way conversation with the AEC in their own language, 
assisted by an interpreter.   

Calls go to a nominated number in each state. If you receive a call, you will hear an automated 
message explaining it is an interpreter call and to press zero (0) to accept the call.   

Always accept interpreter calls. There is also a range of translated information on our website in 
more than 30 languages. Please let the caller know this information is available and offer to email 
or mail this information to them, as they may have trouble navigating our website, which is written 
in English. 

Invoices from Interpreter companies 
Although we have a contract in place with LanguageLoop, we also accept calls made via Home 
Affairs’ TIS. A Spending Approval form must be completed at the start of each financial year for 
Tis if we decide to keep accepting interpreter calls from them. This is signed off by the relevant 
branch delegate, usually our Director.  

At the start of each month, we receive invoices in the Public Engagement mailbox from both 
companies. We also receive a monthly report spreadsheet of itemised calls from Vits in the first 
week of each month.  Please check the itemised list of calls is correct, as per the instructions 
below, before approving any public spending. Once you have approved them, complete and code 
the invoices and send a copy of the Vits account to Accounts to be paid. The Tis invoice is paid 
by credit card. Provide the codes and send them, along with the invoice to 
pay it via credit card. A copy of both invoices is kept in the white folder on 

 who will 

 desk.  

Tis invoices: Check that the phone number for each call is 13 23 26 because calls for other 
electoral commissions occasionally slip through onto our account. The only phone number we 
have approved for Tis to use is 13 23 26. If there are any discrepancies, you must contact Tis 
and have the charges reversed. For the financial year, you must ensure you keep a tally of the 
amount spent to ensure it does not exceed the spending approval amount. This is always kept in 
the white folder on 

desk. 

Vits invoices: Vits invoices are sent to 
required. 
the call breakdown (not the invoice) to the following group of people each month: 

receives a call breakdown at the start of each month. 

 to approve, within the finance system. No action is 

 distributes a copy of 

 

 

 

 

 

 

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Transferring switchboard to an internal number 

  Pick up handset on 

phone 

  On the phone touchscreen, press Fwd Reception (FR) 

  Enter the five-digit number (or any number you want the calls to be forwarded to). You will 

hear beeps. 

  Put handset down 

  Check that phone has been forwarded to the selected phone number by phoning 02 6271 

4411 from another phone. 

To transfer calls back to the switchboard. 

  Press ‘Fwd Cancel’ (FC). You will hear beeps. 

  Pick up and put handset down 

  Check that phone has returned to the PE team by phoning 02 6271 4411 from another 

phone. 

National Relay Service 
The National Relay Service (NRS) is a telephone service for people who are deaf or have a 
hearing or speech impairment.  It is a government initiative managed through the Australian 
Communications and Media Authority (ACMA). People are able to call the AEC via the NRS to 
facilitate the conversation. 

When you receive an NRS-facilitated call, the relay officer will announce the call to you, such as, 
‘Hello, I have a call for the AEC from the National Relay Service. I have [caller’s name] on the 
line. Please go ahead’.   

You may find that there is a short delay as the relay officer uses their keyboard to type your 
response to the caller and the caller types to the NRS in return. You may hear the relay officer on 
the line, or in some cases, the caller themselves.  

During the call, it may be useful to say ‘Go ahead’ when you have finished speaking. We do not 
receive invoices for this service. It is a government initiative open to anyone to use. 

Recorded messages for switchboard 
Callers who ring the National Office switchboard number (02 6271 4411) outside our business 
hours (9-5pm) will hear a pre-recorded message providing them with information regarding our 
hours of operation.   

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It is our responsibility to record these messages when they require changing. Prior to each ACT 
public holiday and the Christmas shutdown period, you will need to ensure this is done. See 
Appendix D for detailed instructions on recording voicemail messages. See Appendix C for a full 
transcript of each recorded message. 

Recorded message (IVR) for 13 23 26 number 
This is the recorded message on the 13 number. Outside of a federal election, there are 
occasions where you may wish to update this and put a diversion in place. To have the message 
changed, you must either email the AEC’s telephony section in IT with a request, or submit an IT 
request form with the details. Often you will need to provide a week’s notice. Always check it has 
gone through by ringing the 13 number. 

Google – to update AEC office locations 

Email Procedures  

Mailboxes 
The Public Engagement team are responsible for the following mailboxes: 

 

info 

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At the start of each year, the previous year’s content must be moved into the folder titled 
‘Archived Data’. This includes all the sent emails for the previous year. You can do this yourself 
or ask IT Support for assistance. If you are archiving 2020 data for example, a new folder needs 
to be created under 2020 titled ‘Sent’. All emails from the INFO sent folder must be moved into 
this folder. This makes searching for a sent email a lot faster. This also means at the start of each 
year, the INFO sent folder will be empty. 

INFO Personal Message Manager (PMM) 
The PMM is a SPAM (junk mail) filter. This works in the background to filter out any incoming 
emails which the AEC IT system thinks may be junk or malicious.  

Each afternoon at 3pm, you will usually receive an email from pmm@aec.gov.au. It contains a 
link for you to check any emails which the system has deemed to be possible spam or malicious. 
You must check the spam for each of the three shared mailboxes each day. Also check your 
personal mailbox.  

To add the shared mailboxes to your spam filter, refer to the image below. Select the ‘Options’ 
tab in the blue toolbar at the top of the page, then select ‘new’. 

Enter the shared mailbox address and select OK. 

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If the enquiry is an APS staff member, they should be transferred to: 

Human Resources/Payroll  

There are also Recruitment Officers, WH&S Officers, Rehabilitation Case Managers, etc., which 
you may need to transfer calls through to. To decide where to transfer the call, open the AEC 
intranet homepage and using the top right-hand search bar, enter the name or area you are 
looking for. Alternatively there are branch contact lists which can be accessed at the bottom of 
every intranet page under the heading ‘Offices & branches’. You can also search AEC corporate 
directory numbers through your desk phone. 

Electoral roll enquiries 
If a member of the public wishes to view the current electoral roll, a copy is available for public 
inspection at any AEC office. Alternatively, the enquirer can check their enrolment on our 
website. The AEC does not have publicly-available historic rolls. 

Enrolment statistics 
If you receive a request for enrolment stats, not available on our website, please refer it to 

Requests for roll data 
All requests for a copy of the electoral roll from candidates, government agencies or health 
bodies are to be referred to Roll Products in NO at 
public or commercial organisations, searching for an individual, can be provided with our 
standard reply. Further information about access is available on our website. 

 Requests from the general 

While electoral roll information is exempt from the FOI Act, all requests made under the FOI Act 
should be dealt with in the same way as all FOI requests. 

More Complex Enquiries 

Complaints of possible breaches of the legislation 
All complaints of possible breaches of the Commonwealth Electoral Act 1918, and/or other 
Commonwealth legislation, such as the Privacy Act 1988, must be forwarded promptly to the 

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Chief Legal Officer in our Legal Services area. Please forward these to the Legal Service shared 
mailbox and only use the protective marking ‘Unclassified’.  

Email: 

Complaints may include, but are not limited to: 

■  Compulsory enrolment and voting 
■  Privacy breaches 
■  Electoral advertising (refer enquiries to the publication on our website), 
■  Enrolment Fraud and multiple voting 
■  Polling place offences  
■ 

Influencing votes etc. 

Freedom of Information (FOI) Requests 
Any requests made under the FOI Act must be sent to Legal Services mailbox. 

Enquiries about MP entitlements for electoral purposes 
The AEC has no responsibility for MP entitlements. Refer the enquirer to the Dept. of Finance 
website for information: 

http://www.finance.gov.au/ 

If they do not have internet access, give the enquirer the following contact details: 

Phone: 02 6215 2222 

Enquiry/Complaint from organisation wanting copy of the roll 
The policy details are outlined in Roll Why – Access to Enrolment Information.  

Current roll: 

All requests for the current roll should be referred to Roll Product and services (RPS).  

Historic roll: 

Requests for old electoral rolls. These are available through any local library but only up until 
2004. After 2004, access to the roll was restricted and no longer provided to libraries.  

Prior to 2004 the roll was freely available for purchase. Following the implementation of the 
Electoral and Referendum Amendment (Access to the roll and other measures) Act 2004, the roll 
was prohibited from sale. 

Pre-2004 enrolment data may also exist on other internet sites (e.g. ancestry.com). 

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Copies of the current electoral roll may only be disclosed to prescribed persons or organisations 
as listed in the Commonwealth Electoral Act 1918. 

Enrolment Fraud 
In order to manage the workload associated with the investigation of possible enrolment fraud, 
RMCE and the enrolment network take on a triage role, undertaking the initial investigation of 
potential cases. 

All potential cases of enrolment fraud should now be forwarded to RMCE 
first instance. 

 in the 

Industrial elections and Protected Action Ballots (PAB) 
The AEC conducts other elections in accordance with the Fair Work Act. 

If you receive any enquiries regarding Industrial Elections or PABs, a list of industrial elections we 
are currently running is available on our website:  

https://www.aec.gov.au/ieb/industrial-elections.htm 

Please refer any enquiries either to the relevant state Returning Officer, as per the table below, or 
to: 

Industrial Elections: 

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Appendix A 

Incoming calls 
It is important to determine the nature of all calls as a first step. 

  The switchboard number receives a fair number of marketing and sales calls. These are 

not to be transferred to staff.  

  You may not confirm any of the following information to a caller: whether a person works 
for the AEC, a person’s work number, a person’s email address, or the format of AEC 
email addresses  - e.g. 

Calls for Senior Executive Staff (Assistant Commissioners and above).  

  Do not transfer calls from members of the public. Take a message. You could say, “I 
cannot transfer your call to the Electoral Commissioner, but I can take a message and 
pass it to her/his office for action.” 

 

If the caller identifies themselves as a member or senator, executive office holder 
(President, Vice-President, Secretary) of a major political party, or a person from 
another Government Agency, contact the relevant Executive Assistant in the 
Executive Area (for a member of ELT) or Branch Project Officer to discuss. 

Transferring a call to an internal number 
To transfer a call to an internal extension number: 

■  When you answer a call, your telephone screen will display a button marked ‘Transfer’. 

Press the button. 

■  Dial the extension number.  
■  Wait for the ring tone. 
■  Speak to the EA and provide them with the caller details. 
■ 
■  The call is now transferred. 

If they choose to accept the call, press the button marked ‘Transfer’ again and hang up. 

Transferring a call 
If the call is for an AEC help desk, there is no need to announce the caller before transferring the 
call. Calls to individual staff can be pre-announced. 

■  Press the button marked ‘Transfer’ 
■  Dial the extension number  

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■  Wait for the ring tone. Announce the caller if need be, or 
■  Press the button marked ‘Transfer’ 
■  Hang up 

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Appendix B 

How to record new messages 
We have three different pre-recorded messages for the Switchboard phone: One for standard 
business hours, one for public holidays and one for an emergency. You can also forward the 
switchboard phone to another area within the AEC if needed. 

These messages are recorded by us. 

Standard Business Hours 
A recorded message is automatically activated each working day. Calls will come through to the 
Switchboard from 9am each business day until 5pm when callers will receive a message to say 
we are closed. Provided standard business hours don’t change, you will not need to record a 
message for this service. 

At election time, calls go directly to the call centre. As the call centre has extended hours, there is 
no need to record another message. When the call centre is closed, callers will hear our standard 
business hours message. 

Public Holidays  
On public holidays a message needs to be recorded to advise callers we are closed. The 
messages to use are provided below. See Appendix E – Changing the recording on the 
Switchboard phone. 

Emergency  
The emergency message is used in the event there is an emergency and it is safe for you to 
record a new message.  

Forwarding the Public Enquiry phone to another area within the AEC 

To transfer calls to another phone while the Public Engagement team is away 

Transferring switchboard to an internal number 

  Pick up handset on 

phone 

  On the phone touchscreen, press Fwd Reception (FR) 

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  Enter the five-digit number (or any number you want the calls to be forwarded to). You will 

hear beeps. 

  Put handset down 

  Check that phone has been forwarded to the selected phone number by phoning 02 6271 

4411 from another phone. 

To transfer calls back to the switchboard. 

  Press ‘Fwd Cancel’ (FC). You will hear beeps. 

  Pick up and put handset down 

  Check that phone has returned to the PE team by phoning 02 6271 4411 from another 

phone. 

How to change the critical incident message 

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Appendix C 

List of Recorded messages 

Switchboard recorded messages 
To ensure consistency and professionalism across the AEC, the following voicemail scripts are to 
be used: 

Public holiday shutdown recorded message (most common message) 

Thank you for calling the Australian Electoral Commission.  

Our office is currently closed due to the [insert name] public holiday and will re-open at 9am on 
[insert date]. 

For electoral information during this time please visit our website www.aec.gov.au 

Business message (out of normal hours) 

Thank you for calling the Australian Electoral Commission. 

Our opening hours are between 9am and 5pm, Monday to Friday. We are sorry we can't take 
your call at the moment. 

Please call back later or you can send us a message via our website at www.aec.gov.au. 
Our website also has electoral information that may help you with your enquiry. 

Emergency message 

Thank you for calling the Australian Electoral Commission. 

We are sorry we can't take your call at the moment. 

Please call back later or you can send us a message via our website at www.aec.gov.au. 
Our website also has electoral information that may help you with your enquiry. 

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Christmas shutdown recorded message 

Thank you for calling the Australian Electoral Commission. 

Our office is closed from [day] the [date] of December, and will reopen on [day] the [date] of 
January. 

For electoral information during this time, please visit our website www.aec.gov.au 

Easter shutdown recorded message 

Thank you for calling the Australian Electoral Commission. 

Our office is closed from [day] the [date] of [month], and will reopen on [day] the [date] of [month]. 
For electoral information during this time, please visit our website www.aec.gov.au 

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Appendix D 

Outgoing calls 

Translator calls 
If you need to contact a person who does not have English as a first language, see Instructions 
for using Language Loop's telephone interpreting service. 

■  Enter your PIN Number:
■ 
■  Follow the prompts to enter the customer’s telephone number and VITS will make the 

Identify yourself, e.g. John Smith, Australian Electoral Commission 

connection. 

■  You will also be prompted to enter an employee number or cost centre code – please 

enter your telephone number or press hash (#) to continue. 

■  Once connected, you can proceed to talk to your customer through the interpreter 

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Test 

Recording a business hours voicemail message:  

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APPENDIX F 

Compiling the Complaints Management Report 

Timing 
A quarterly report is produced about 8 - 10 days into the next month. This allows for most 
complaints or enquiries for the previous month to be resolved, meaning data entered in the report 
will be more accurate.  

Distributing the Report 
The Report is to be distributed through the Senior Parliamentary Officer, DAE Branch to the 
Organisational Health Committee (OHC) Secretariat, state/territory managers and First Assistant 
Commissioners  

The Report will then be considered at the monthly OHC meeting on the second Wednesday of 
that month. 

Data for the Report 

1.  Extract the data from the Public Engagement Contact Tool (PECT) as an Excel 

spreadsheet. 

a.  A quick link to PECT is available from the AEC Intranet homepage – see below. 

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b.  Select Supporting Documentation on the left-hand side of the PECT homepage – 

see below. 

c.  The guide will appear as one of the documents listed – see below. Open the guide and 

follow the instructions. Once all the steps in the guide are complete, you are ready for 
Step 2.  

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2.  Save the Excel spreadsheet in the National (N) drive – National – corporate – DAE – OHC 

– Detailed complaints managements information – [year]  

Use this saved Excel spreadsheet to compile the Complaints Management Quarterly Report. 
Click on ‘Enable Content’. 

3.  Getting the data ready: 

From the green bar, select ‘Data’ – see below. 

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b.  Then go to Column AF (Deleted) and select FALSE The TRUE box should be 

blank – see above. 

c.  Save the data in the N Drive National (N) drive – National – corporate – DAE – 

OHC – Detailed complaints managements information – [year] 

The Excel spreadsheet is now ready to compile the Complaints Management Quarterly 
Report. 

Completing the Complaints Management Quarterly 
Report 

  The easiest approach is to update the previous report – a Word document.  
  Previous Complaints Management Quarterly Reports are in DAE – P&SE – Public 

Engagement Team – Complaints Management – Quarterly Reports -  

  Save the previous report using the naming convention of the previous report, updating the 

details for the current quarter, such as dates. The ‘Trending themes and issues’ 
information will be updated at the end once the data is compiled. 

  The data under ‘Current Quarter’ columns in Tables 1, 3 and 4 can be copied and pasted 

under the ‘Previous Quarter’ columns. 

FILTERING NOTES 

Filters are applied by clicking on the ‘funnel-shaped’ icon at the top of each column. For 
each Table, select the combinations of the relevant data and leave blank the boxes not 
required. 

Click on the top of Column C (Number of Enquiries). The Sum figure will be at the very 
bottom towards the right-hand side of the Excel spreadsheet after each filter is applied. 
DO NOT use the Count figure. If the Sum figure does not appear, click on any cell in 
Column C and press Ctrl+Space. 

If a category does not appear when applying particular filters, it means that there is no 
data for that category. Enter 0 (zero) when there is no data. 

4.  Using the filter below, note the Sum total of complaints as you will need this figure 

throughout the report – see diagram below. 

5.  Column K (Type of Enquiry) – Complaint.(i.e. Feedback, Public enquiry and Suggestion 

should be blank) 

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Table 1 - Complaints by category 
Filters required are:  

  Column H (Date Received) – select relevant month for reporting. The year can be 

expanded by clicking on the + sign – see below 

  Column K (Type of enquiry) – Complaint  
  Column J (SLA_YN) – Select All 
  Column L (Enquiry Category) – select one category at a time and enter the Sum amounts 

for each category in the correct column. 

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6.  Add Sum of each of the categories in Table 1. The total must be the same as the amount 

as in the Sum at Step 4. 

7.  Add the number of emails from Steps 6, 7 and 8 (PID, Legal & Privacy and Fraud). Enter 

this total on the ‘Legal & Privacy’ row in Table 1. (Leave blank if you don’t have the figures 
as the Assistant Director will enter these if applicable.) 

Table 2 – Complaints Achievement against Service-Level 

Standards and Avenue Received 
Filters required: 

  Column H (Date Received) – select relevant month for reporting. The year can be 

expanded by clicking on the + sign  
  Column K (Type of enquiry) - Complaint  
  Column G (State/Territory) – Select All 
  Column L – Select All 
  Column I (Avenue) - select one avenue at a time and enter the Sum amounts for each 

avenue in the correct column. 

  Column J (SLA_YN) – Select TRUE or FALSE as required. (TRUE = Yes, FALSE = No) 

8.  Add the number of emails from Steps 17, 18 and 19 (PID, Legal & Privacy and Fraud). 
Enter this total on the ‘Web/Email’ row in Table 2. (Assistant Director will do this, if 
applicable.) 

9.  Add the ‘Yes’ and ‘No’ columns and verify the total number for each month is the same as 

the number of complaints for the corresponding month in Table 1. (i.e. as in Step 4) 

10. Update the explanatory text under Table 2 (Assistant Director will do this). 

Table 3 – Complaints by State/Territory 
Filters required: 

  Column H (Date Received) – select relevant month for reporting. The year can be 

expanded by clicking on the + sign  
  Column K (Type of enquiry) – Complaint  
  Column I (Avenue) – Select All 
  Column J (SLA_YN) – Select All 
  Column G (State/Territory) – select one state at a time and enter the Sum amounts for 

each state/territory in the correct column. 

11. Manually add in the ‘PID’ and ‘Legal & Privacy’ information provided from the People 

Services Branch and Legal Services. (The Assistant Director will do this, if applicable.)  

12. Update the explanatory text under Table 3 (Assistant Director will do this.) 

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The number of complaints for each month should be the same as the corresponding number 
of complaints for the month from Table 1. 

The total number of complaints for the quarter should be the same as the figure in Step 4. 

Table 4 – Complaints by Avenue 
Filters required: 

  Column H (Date Received) - select relevant month for reporting. The year can be 

expanded by clicking on the + sign  
  Column K (Type of enquiry) – Complaint 
  Column G (State/Territory) – Select All 
  Column J (SLA_YN) – Select All 
  Column I (Avenue) - select one avenue at a time and enter the Sum amounts for each 

avenue in the correct column. 

13. Manually add in the ‘PID’ and ‘Legal & Privacy’ information provided from the People 

Services and Legal Branches. (Assistant Director will do this, if applicable.) 

The number of complaints for each month should be the same as the corresponding number of 
complaints for the month from Table 1. 

Table 5 – Comparison of Complaints to Enquiries by Category 

14. From Table 1 copy the number of complaints for each month under the corresponding 

month in Table 5 in the Complaints column. 

Compilation of Enquiries/Feedback data 
The PECT data and the info@ data needs to be combined in the ‘Enquiries Feedback Template’ 
spreadsheet – see below. This Template is found in T – DAE – P&SE – Public Engagement 
Team – Complaints Management – Quarterly Reports.  

15. Save the Template. This Template is just to help with adding up the info@ data and PECT 
data for use in Table 5 of the Report. The figures can be deleted once the Report has been 
compiled. 

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The PECT column data in the Template is the number of Enquiries from the Excel spreadsheet 
filtered by: 

  Column H (Date Received) - select relevant month for reporting. The year can be 

expanded by clicking on the + sign  

  Column I (Avenue) – Select All 
  Column G (State/Territory) – Select All 
  Column J (SLA_YN) – Select All 
  Column L (Enquiry Category) – select relevant category 
  Column K (Type of Enquiry) – select Feedback, Public Enquiry and Suggestion (i.e. NOT 

Complaint) 

The Info@ column data in the Template is the number of info@ enquiries for the corresponding 
month from Step 16. Do NOT use figures from the Complaints.Management@ mailbox. 

16. Obtain the enquiries information from the Info@ email mailbox from the Public 

Engagement Team. Enter the figures in DAE – P&SE – Public Engagement Team – Admin 
– Stats – INFO@  

The document looks like this: 

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Complaints received through the complaints.management@ mailbox are entered in PECT and 
are entered separately in the Report. 

17. Obtain Public Interest Disclosure (PID) complaints information, via email, from the 

Director, Employee Relations & Services Section, in People Services Branch. (Assistant 
Director will do this.) 

18. Obtain Legal and Privacy complaints information via email to the administrative assistant 

in the Legal Services Section. (Assistant Director will do this.) 

19. Obtain Fraud complaints information via email from the Fraud Control Manager, 
Disclosure Assurance and Engagement Branch. (Assistant Director will do this.) 

20. Enter the number of info@ emails into the Template in the Info@ column. 
21. Enter the Total column for each category (i.e. row) from the Template into Table 5 in the 

Enquiries/Feedback column for each month. 

22. Add the info@ and PECT columns. Enter Sum in Total column. 

Legal correspondence is not recorded in the monthly totals as all such emails have been referred 
to Legal Services Section. Legal Services has its own reporting requirements and obligations.  

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Breakdown of complaints 

23. Apply the following filters to the Excel spreadsheet: 
  Column H (Date Received) - select relevant month for reporting. The year can be 

expanded by clicking on the + sign  

  Column G  - Select All 
  Column I – Select All 
  Column J – Select All 
  Column K – Complaints 
  Column L – Select All 

Final total of Emails and PECT should be the same as Sum in Excel spreadsheet when the 
above filters are applied. 

24. Save a copy of the Excel spreadsheet to Objective with an identifiable file name, such as 

‘January to March 2017 detailed complaints information’.  

Methodology, Management and Trending themes and issues 

25. Update all relevant variables for the Report. 

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